This isn't a turnaround.

Most senior technology service leaders are hired because something is broken.

This isn't one of those opportunities.

Our client already has a technology service known for being responsive, accessible and highly connected to the people it supports. The opportunity is to preserve those strengths while bringing greater consistency, visibility and maturity to how the function operates.

As Head of Service Delivery & Experience, you'll lead a multidisciplinary team spanning frontline technology services, Modern Workplace engineering and training and adoption.

This is broader than a traditional Service Delivery Manager role. You'll influence not only how technology support is delivered, but the underlying workplace technology creating that experience.

What you'll be doing

A major focus will be progressing the function through a clear maturity path: Service → Self-Service → Automation.

Great human service remains the foundation. From there, you'll make it easier for people to resolve straightforward issues through better knowledge and self-service, while identifying predictable activity that can ultimately be automated.

You'll strengthen ITSM practices across incident, request, problem and change management, while improving how service interactions are captured and measured. Data and customer feedback will help identify recurring problems and where improvement will have the greatest impact.

Modern Workplace also sits within your portfolio. You'll lead across Microsoft 365, endpoints, identity and productivity technologies, with priorities including Teams and SharePoint adoption, asset management and continued modernisation of the end-user environment.

You'll work alongside specialist leaders across infrastructure, cyber security, applications and data to address underlying issues rather than simply manage the demand they create.

A different kind of service environment

Technology support in education is immediate and highly visible.

Teachers may need assistance while delivering a lesson. Students arrive with devices. During assessments, a technology issue can quickly affect someone's ability to teach, learn or work.





Good service therefore requires more than processes and ticket metrics. Relationships, responsiveness and judgement matter.

Ultimately, technology should enable the experience without getting in the way. Teachers should be able to teach, students should be able to learn and staff should be able to focus on their work.

The leadership opportunity

You'll inherit a capable team rather than needing to rebuild one.

Your role is to develop that capability through coaching, clearer expectations and greater ownership. Success isn't becoming the permanent escalation point. It's creating a team with the confidence and autonomy to make good decisions and continuously improve the service.

Technical capability matters. During significant incidents or complex issues, you'll need to troubleshoot problems, challenge technical thinking and help the team work towards resolution.

You don't need to be the deepest specialist across every platform, but you do need enough practical depth to independently work through complex issues and recognise when specialist escalation is required.

Who you'll do it for

Our client is a highly regarded organisation in the education sector, combining the scale and technology investment of a large organisation with a much more personal environment.

Technology is well supported, with specialist leadership across infrastructure, cyber security, applications and data. You'll work closely with an experienced CIO as part of a broader technology leadership team, providing exposure and development that can be difficult to find when you're carrying an entire technology function yourself.

The culture is warm, collegiate and highly people-focused, with technology closely connected to the community it supports.

The role is based on Sydney's Upper North Shore and is five days onsite,



with ad-hoc flexibility when required. Street parking is readily available nearby.

Remuneration is $180,000–$200,000 base salary + superannuation.

What you'll need

There are two backgrounds that could work particularly well.

You might be an IT Director or technology leader within a smaller school, not-for-profit or similar organisation. You're used to wearing multiple hats but particularly passionate about service excellence and people leadership. You're now ready for greater scale, specialist peers and the opportunity to focus on the part of technology leadership you enjoy most.

Alternatively, you may be a Head of Service Delivery, Technology Operations or Modern Workplace leader from a larger corporate environment, looking for broader ownership and a role where you're closer to the people your technology supports.

Either way, you're a technologist at heart: curious, continually learning and technically credible, while increasingly focused on people and service leadership.

Education experience isn't essential.

You'll ideally bring:

- Robust technology service delivery leadership experience
- Practical ITSM experience across incident, request, problem and change
- Experience leading and developing technical teams
- Strong practical knowledge of Microsoft 365, endpoints, identity and Modern Workplace
- Experience improving service through knowledge, self-service and automation
- Strong communication and relationship-building skills
- The technical depth to troubleshoot complex issues and challenge technical thinking
- A leadership style that builds capability, accountability and trust

Next steps from here?

If your CV isn't completely up to date, don't worry. Just send through what you have.

Alternatively, contact Steven Fulop at xceltium on 04•• ••• 446 for a confidential discussion or send me a message on LinkedIn.

xceltium has been exclusively retained to manage this appointment. All direct applications and applications submitted through third parties will be referred to xceltium and managed as part of this recruitment process.

Every applicant will receive a response.

📌 Head of IT Service Delivery and Experience (Pymble)
🏢 Xceltium
📍 Pymble