Melbourne or Sydney (Botany) | 4 days in office | Reports to the Chief Service Officer

About the Business

We're working exclusively with a well-established, multi-disciplinary IT services provider that supports clients across managed IT, professional services, security, and data & AI. The business has built a mature, tiered Managed Services offering and is now investing in senior leadership to take that function to its next stage of growth.

Why This Role Exists

Today, the Service Desk / First Response, Escalation / Proactive, and Technical Account Management (TAM) teams operate as strong but separate functions. This hire will unify them under one accountable leader - someone who can own the day-to-day delivery of the business's tiered managed services offering (Basic, Complete, and Secure+) while building the operating rhythm, standards, and career pathways for the team underneath them.

What You'll Own

- End-to-end leadership of the Managed Services pillar: Service Desk / First Response, Escalation / Proactive, and the Technical Account Manager (TAM) function.
- Service delivery and SLA performance across the Managed Services Basic, Complete, and Secure+ tiers.
- People leadership and development across the Service Desk Analyst - Managed Service Desk Engineer - Senior Service Desk Engineer career path, plus the TAM function.
- Client experience and escalation ownership - the buck stops with you on major service issues.
- Operational rigour: ticketing, reporting, staffing/rostering, and continuous improvement of how the desk runs.
- A direct line into the Chief Service Officer, with real input into how this pillar is structured and scaled as the team grows.





What You'll Bring

- Proven experience leading a Managed Services / MSP function - as a Head of Managed Services, Service Delivery Manager, Helpdesk/Service Desk Manager, or similar - ideally including multi-tiered service offerings with a business or team larger than 30 staff.
- A track record of leading and developing multi-level technical teams (L1-L3 / Analyst through Senior Engineer), including performance management and setting standards.
- Strong client-facing skills - comfortable owning escalations and senior client relationships, not just internal operations.
- Solid technical credibility across the modern MSP stack (e.g. Microsoft 365, Azure, networking, endpoint/security tooling) - enough to be seen as a technical authority, not just people manager.
- A data-driven, process-oriented operating style - comfortable running the function on metrics, SLAs, and reporting.
- Experience operating within a broader, multi-service organisation (security, professional services, data/AI) is a plus, not a requirement.

Nice to Have

- Experience with PSA/ITSM tooling (e.g. ConnectWise, Autotask, ServiceNow, Halo).
- Exposure to co-managed or security-tiered service models.
- A background that spans both service desk operations and a step into broader operational or GM-level scope.

What's On Offer

- Solid culture - many of the existing team have been with our client for 10+ years, some for 20+
- Clear scope to build: standards, structure, and career pathways for the team underneath you.
- A seat close to senior leadership, inside an established and growing multi-service IT business.

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📌 Head of Managed Services (City of Sydney)
🏢 Bluebird Talent Asia Pacific
📍 City of Sydney