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 where this role resides, provides hardware and managed services to 700 schools, empowering educators and students with reliable, future-ready digital tools.
WHY US?
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.
ABOUT THE ROLE
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.
KEY TASKS
* Leading Department - Set the strategic direction for the Service function, ensuring alignment with Edunet and SolutionOne’s broader business objectives and education‑sector focus.
* 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.
* 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.
* Financial Management and Commercial Outcomes - Own the Service department budget, including cost control, forecasting, and margin performance.
* Vendor and Partner Management - Manage relationships with key vendors and authorised service partners, ensuring compliance with accreditation, reporting, and performance requirements.
* People Leadership and Capability Development - Lead, develop, and retain a high performing service team, with clear accountability, performance expectations, and development pathways.
* 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.
Join us and make a real impact—submit your application today.