JOB TITLE:
Edunet Service Manager

EMPLOYMENT TYPE
Permanent Full Time

JOB FUNCTIONS
The Service Manager (Head of Department) is accountable for the strategic leadership, operational performance, and financial sustainability of the Service function across Edunet and SolutionOne. The Service Manager plays a key role in supporting the sales function by strengthening customer relationships and ensuring a seamless post-sales experience. This includes partnering with the sales team to provide technical and operational expertise during customer engagements and contributing to customer retention and satisfaction Drawing on Edunet’s position as an education‑specialist technology provider and authorised service partner for leading manufacturers, the Service Manager is responsible for designing and operating service models that minimise downtime for schools, meet or exceed vendor service obligations, and deliver a consistently positive customer experience. This includes oversight of service workflows, technician capability, vendor compliance, service portals, and end‑to‑end case management from fault lodgement through to resolution. Effective service delivery is viewed not only as a support function, but as a differentiator that reinforces long‑term school relationships, strengthens Edunet’s reputation in the education sector, and creates opportunities to expand service offerings to both existing and new customers. As a senior leader, the Service Manager is responsible for building, developing, and leading a high‑performing service team, embedding clear service standards, and fostering a culture of accountability, continuous improvement, and collaboration across sales, operations, and finance. The role also acts as a key escalation point for complex service issues and vendor matters, ensuring risks are managed, service commitments are met, and customer trust is maintained at all times.

ABOUT THE JOB

• Senior leadership role shaping service strategy, performance, and commercial outcomes
• High‑impact position partnering with Sales to strengthen customer relationships and drive retention
• Opportunity to lead, develop, and scale a high‑performing, customer‑centric service organisation

ABOUT THE COMPANY
Founded in 2004 in Mornington, Solution One began with a simple mission: to deliver genuine, high-quality IT support to local businesses. Today, we’ve grown into a trusted partner for over 1,000 organisations and support approximately 500 ongoing clients across the Mornington Peninsula and Greater Melbourne. We’re proud of our strong presence in the education sector, where our Edunet division provides hardware and managed services to 700 schools, empowering educators and students with reliable, future-ready digital tools. Why choose Solution One? • People-first approach: Our team is at the heart of everything we do. Whether you're in-office, on-site, or behind the scenes, we’re a collaborative, supportive family. • End-to-end expertise: From day-to-day IT administration and on-site emergency support to server management, network installation, application development, and cloud solutions, we deliver the full spectrum of IT services. • Proactive mindset: We monitor and maintain your systems continuously—catching issues before they impact operations and ensuring you stay secure and productive. • Tailored partner: With regional roots and a diverse client base, we know how to adapt to each organisation’s needs—from small local firms to schools and larger enterprises. Join us, and you’ll be part of a team committed to delivering frictionless technology solutions. We invest in our people, offering genuine career paths, growth opportunities, and a workplace that values culture, lifestyle, and innovation.

QUALIFICATIONS, EXPERIENCE AND ATTRIBUTES

• Demonstrated experience in an after‑sales, service, or support. Technology services, education technology, or adjacent environment would be desirable.
• Proven track record of managing teams, operations, including vendor‑managed workflows, service portals, and SLA‑driven delivery models.
• Strong stakeholder management skills, with the ability to work effectively across sales, operations, finance, and external partners, and to act as a senior escalation point for complex service matters.

KEY RESPONSIBILITIES

Leading Department	Set the strategic direction for the Service function, ensuring alignment with Edunet and SolutionOne’s broader business objectives and education‑sector focus. Establish and maintain service governance frameworks, policies, and standards that support scalable, compliant, and high quality service delivery.
Service Operations and Performance	Oversee end to end service delivery across warranty, insurance, repair, replacement, and deployment services, ensuring agreed service levels and turnaround times are consistently achieved. Monitor and improve service workflows, systems, and resource utilisation to drive efficiency, reliability, and customer satisfaction.
Sales Support	Collaborate with the sales team on customer visits, particularly where service capability, delivery, or technical expertise is a key factor in securing or retaining business. Act as a point of escalation for post-sales service issues raised by the sales team, ensuring timely resolution and clear communication with customers.
Financial Management and Commercial Outcomes	Own the Service department budget, including cost control, forecasting, and margin performance. Ensure service offerings are commercially viable and contribute to customer retention, contract renewals, and incremental revenue opportunities. Build and maintain strong relationships with key customers through periodic visits, focusing on service performance, continuous improvement, and identifying additional opportunities.
Vendor and Partner Management	Manage relationships with key vendors and authorised service partners, ensuring compliance with accreditation, reporting, and performance requirements. Act as the senior escalation point for vendor‑related service issues and disputes.
People Leadership and Capability Development	Lead, develop, and retain a high performing service team, with clear accountability, performance expectations, and development pathways. Foster a culture of professionalism, continuous improvement, and customer centric service delivery
Customer Experience and Risk Management	Act as the primary escalation point for complex or high‑risk service matters, ensuring timely resolution and protection of customer relationships. Identify and manage operational risks within the Service function, ensuring service continuity and trust in the Edunet and SolutionOne brands.

WHAT TO BRING TO THE ROLE?

• Clear alignment with Solution One values and culture
• Ability to lead, develop and retain a high‑performing technical and service teams

NEXT STEPS:

• We are looking forward to receiving applications for this employment opportunity with SolutionOne and Edunet.
• As part of our recruitment process, we will be utilising an online video interview platform for the first round of interviews.
• This will be part of our screening process and all applicants shortlisted for the position will be emailed a link to answer 5 quick questions using either their phone or PC to record answers.
• After we receive these videos a further shortlisting process with occur and in person interviews will then be scheduled for applicants who are successful at moving to the next stage of the process.

Please apply via jobs@solution-one.com.au