NetStrategy has worked in K-12 education for 40 years, supporting over 400 schools across Australia with managed services, specialist consulting, and cybersecurity. This role leads the function that makes that work possible every day.
The Head of Managed Services owns end-to-end service delivery across NetStrategy's client portfolio. That means accountability for the people, the processes, and the performance that clients rely on - from the technical teams working on-site at client locations to the coordinators and specialists supporting them across the business.
The role sits on the leadership team and reports directly to the CEO. It carries real authority and real accountability: a multi-site service delivery function, a team across on-site and remote roles, and a budget to match. You will be the primary escalation point for major incidents, the person who sets the standard for how NetStrategy delivers, and the one who builds the team's capability for the next stage of the business.
This is not a role for someone looking to maintain the status quo. A solid foundation exists. NetStrategy is actively leveraging AI and data tools to improve service delivery and how the team operates - and the expectation is that the person in this role brings a builder's mindset to that work, not just a steady hand on what already exists.
What you'll be doing
Lead the service operations function
. Set the direction for service delivery across the business, act as the primary escalation point for major incidents, and hold the team accountable to the standards that underpin client outcomes. Contribute to strategic decisions as a member of the leadership team.
Own the people management cycle
. Probation reviews, quarterly conversations, performance improvement where needed, and genuine investment in development. You will apply the performance framework and elevate to People & Culture before taking formal action.
Manage the operations budget
. Own forecasting, cost control, and financial reporting for the service function - staffing, tooling, and vendor spend. This is a P&L-adjacent; accountability, not a supporting role.
Drive service quality.
Monitor and manage performance against SLAs and KPIs, oversee incident, problem, and change management in line with ITIL practice, and lead continual improvement. When things go wrong, lead the response. When they go right consistently, be the reason.




Hold the client relationship at a senior level
. Serve as the senior point of contact for key accounts, attend client reviews, and ensure the team is credible and effective across all client environments.
Manage risk and compliance
. Ensure compliance with relevant standards including ISO *****, identify and mitigate operational risks proactively, and maintain awareness of contractual and regulatory obligations across the portfolio.
Who we're looking for
You are leading a service delivery or operations function in an MSP or IT services environment, or you have done so recently. You understand how managed services work - not just the ITIL frameworks, but what it actually takes to keep a service running when things go sideways, when a client relationship is under pressure, or when a team member is struggling to hold the standard.
Experience in or with the education sector is highly preferred. Understanding how schools operate - the governance structures, the seasonal rhythms, the dual stakeholder dynamic between principals and business managers - will shorten your ramp-up and improve your impact from day one.
What matters most:
Operational leadership at depth
. You have led technical teams, carried accountability for service delivery, and had the hard conversations. You know how to build a team that performs without burning out.
Budget ownership.
You have managed an operational budget - not just tracked it. Forecasting, cost control, reporting upwards, and making trade‐off decisions when resources are constrained.
ITIL in practice, not on paper
. You have applied ITIL frameworks in live operational environments and can point to specific outcomes. Certification is expected; application is what matters.
Client relationship credibility.
You can hold a commercial conversation with a business manager about risk and budget, and a different conversation with a principal about operational impact. You adapt without losing authority.
Composure under pressure
. When something goes wrong at 11pm, you are the person the team and the client rely on.



You lead the response, communicate clearly, and own the outcome.
Skills and Experience
10 or more years in IT service operations or service delivery, with at least three years leading a team of 10 or more
Demonstrated budget ownership - forecasting, cost control, and financial reporting for an operational function
Proven ITIL application across incident, problem, change, and service level management - ITIL Foundation or higher required; Practitioner or Managing Qualified preferred
Experience managing client relationships at a senior level, including escalations, business reviews, and service performance conversations
Track record of people leadership: performance conversations, development planning, and accountability
MSP or managed services background - you understand recurring service models, SLA structures, and what client retention requires
Advantageous:
Experience working in or with the education sector, particularly independent schools or the broader K-12 market
Familiarity with ConnectWise Manage or equivalent ITSM tooling
Experience contributing to strategic direction as part of a leadership team
Why NetStrategy?
NetStrategy works in K-12 education. That is not a niche we moved into - it is the entire business. The marketing, the IP, the client relationships, and the team are all built around schools. For 40 years, over 400 schools across Australia have relied on NetStrategy for managed services, specialist consulting, and cybersecurity support.
For the Head of Managed Services, this context matters. The team you are leading has deep sector knowledge. The clients you are responsible for have long‐standing relationships with NetStrategy. The work has real stakes - student data, staff systems, and the daily operations of schools depend on what your team does.
NetStrategy is a mid‐market business with a tight, experienced team. Individual effort and judgement are visible to the leadership team. The person in this role has genuine autonomy and genuine accountability - and the support of a CEO invested in the function succeeding
Our Values
Own It
Go Further
Lift Others
Stay Grounded
Note: NetStrategy is not in a position to offer visa sponsorship. Applications open to those with full Australian Work Rights. Only shortlisted candidates will be contacted. No recruiters please.
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📌 Head Of Managed Services (Sydney)
🏢 NetStrategy
📍 Sydney