About Us

Wilson Parking (part of Wilson Group) is Australia's leading parking operator, managing the nation's largest parking portfolio. With industry-leading technology, award-winning customer service and a strong commitment to innovation, we support millions of parking customers across Australia.

Our culture remains true to its origins as a family business, where we invest in our people, encourage career growth and foster an inclusive and collaborative workplace.

Why Choose Us?

• Employer of Choice: Join a growing organisation recognised for its commitment to excellence.
• Career Progression: Unlock opportunities for advancement within the Wilson Group, with many of our senior leaders having progressed from similar roles.
• Training & Support: Access ongoing professional development and leadership support.
• Recognition: Be part of a culture that celebrates success through our monthly STRIVE Awards.
• Make an Impact: Lead a significant national transformation initiative and help shape the future of Technical Field Services across Australia.

About the Role

• Melbourne CBD location
• Full-time permanent position
• Free Parking at all Wilson Parking sites
• Competitive salary

The Service Hub is Wilson Parking’s centralised operations team — built to consolidate national product administration and operational admin activity into a single offshore-led function. It’s part of a deliberate labour optimisation strategy, and it’s already live. What it needs now is the right person to lead it forward.

We’re looking for an experienced operator who has done this before. Someone who knows what it takes to build a team from the ground up, manage people across geographies, design processes that actually hold up under pressure, and manage internal stakeholders who don’t always make it easy. This is not a learning role. It’s a role for someone ready to take full ownership and run.

Building and leading a Manila-based team

You’ll manage a team of Service Hub Agents based in Manila, Philippines — not just overseeing them but building the operating rhythm, coaching culture, performance standards, and accountability framework. You’ve managed an offshore team before, and you understand the difference between managing people remotely and actually leading them.

Designing and owning processes from scratch

The Service Hub covers a broad and diverse task set — from rate management and system administration through to compliance documentation, reporting, and procurement. Many of these processes need to be built properly: documented, owned, and repeatable. If you need processes handed to you, this isn’t the right role. If you build them, it is.

Taking on new work and making it stick

The team’s scope will grow. New tasks will come in from across the business and you’ll assess, onboard, document, and operationalise them — working out what the team should be doing, how, who owns it, and how we measure it. Then making sure it gets done to standard.

Managing internal stakeholders with confidence

You’ll be dealing with AU-based stakeholders across Operations, Finance, Pricing, Channels, and more. Some are straightforward. Some are not. Some will send requests that are out of scope, unreasonable, or simply not something the team should be doing. You’ll manage those conversations professionally, push back where it’s warranted, and hold the line without burning relationships. This requires experience — you can’t learn this one on the job.

Working independently

Your manager is AU-based with a broad remit. You won’t be micromanaged. You’ll be expected to surface the right things at the right time, manage day-to-day operations without needing constant direction, and bring solutions rather than problems. If you thrive with autonomy, this role will suit you.

• You have managed a Manila-based or offshore team before — this is non-negotiable
• You have built a new team or function from scratch, not just inherited one that was already running
• You have designed SOPs and process documentation, not just followed them
• You have managed internal stakeholders and held the line on scope when needed
• You can assess whether new work should be taken on and onboard it if it should
• You work independently, make decisions, and take ownership without waiting to be told what to do next
• You have solid experience with operational platforms — HubSpot, Salesforce, NICE CXone, LivePro, AX or equivalent

• Real scope to shape something — the Service Hub is a new function and you will define how it operates
• A GM who values expertise, autonomy, and outcomes over activity
• A team that will grow nationally, with genuine opportunity to grow alongside it
• Wilson Parking is one of Australia’s most recognised brands with a team that consistently punches above its weight
• Free parking at any Wilson site, anywhere

Apply now and join Australia's leading parking operator, where you'll have the opportunity to make a lasting impact on a national scale while shaping the future of Technical Field Services across Wilson Parking Australia.

At Wilson, we are committed to building a workforce that reflects the communities we serve. We welcome applications from people of all backgrounds and are committed to supporting Aboriginal and Torres Strait Islander peoples through meaningful employment and career opportunities. We foster an inclusive culture where innovation, collaboration and diversity are valued and celebrated.