Work Management Lead

The Opportunity

An exciting opportunity has become available for a Work Management Lead to join our Auckland-based team, reporting to the Customer Service Manager.

In this key leadership role, you'll provide direction and support to the Dispatch function, ensuring reactive, planned, and preventative maintenance activities are effectively coordinated and delivered. You'll play a pivotal role in optimising workforce scheduling, monitoring operational performance, supporting system integration initiatives, and driving continuous improvement across customer and field operations.

Working closely with Operations, Maintenance, Customer Services, Technology teams, contractors, and clients, you'll help deliver safe, reliable, and efficient services while enhancing customer outcomes and operational performance.

What You'll Do

• Coordinate and schedule reactive, planned, and preventative maintenance activities.
• Lead workforce planning, roster management, and resource allocation to meet operational demands.
• Monitor, analyse, and report on operational KPIs, service performance, and customer outcomes.
• Drive process improvement initiatives and support system optimisation and integration projects.
• Act as a key escalation point for operational incidents, service disruptions, and customer issues.

What We Offer

• Opportunity to lead critical operational functions within an essential services environment.
• A collaborative and supportive team culture focused on continuous improvement.
• Career development opportunities within a large, diversified trans-Tasman organisation.
• Access to Downer's employee benefits, including Perks@Downer and a range of wellbeing, retail, and lifestyle discounts.
• Access to leadership and development programs designed to support career progression.
• The stability and opportunities that come from being part of a Tier 1 ASX-listed organisation with extensive in-house capabilities.

What We're Looking For

• 5+ years' experience in dispatch, scheduling, control centre, customer operations, or field service coordination environments.
• Demonstrated experience monitoring operational performance, analysing KPIs, and driving continuous improvement outcomes.
• Strong stakeholder management skills with the ability to influence and collaborate across multiple teams.
• Proven ability to prioritise workloads, manage competing demands, and allocate resources effectively in a fast-paced environment.
• Strong systems aptitude with experience using workforce management, scheduling, CRM, asset management, or similar operational platforms.

About Energy & Utilities

Downer's Energy & Utilities business unit is an integrated trans-Tasman team, providing services and solutions that connect communities to essential networks and infrastructure. We design, build, operate and maintain today's critical assets and networks, delivering complete services across the water, electricity, telecommunications, industrial and power generation sectors. Our expertise spans in-house technical smarts, specialist engineering, integrated OEM partners, and dedicated crews of qualified tradespeople.

Downer Group is an employer that acknowledges and embraces the importance of our people's diverse experiences, talents, and cultures. As an inclusive employer, we welcome applications from everyone.

How to Apply

Click "Apply" to start your application. We look forward to hearing from you!