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POSITION DESCRIPTION

TITLE: Head of Managed Services DEPARTMENT Services

LOCATION Sydney/National REPORTS TO Chief Services Officer

STATUS Full Time/Permanent DIRECT/INDIRECT REPORTS 5 / 30

About ASI Solutions

Technology is at its most powerful with the right people behind it.

Since 1985, ASI Solutions has been empowering a variety of businesses, across the public and private sector, by integrating IT solutions in a way that is meaningful and transformative to their business.

At ASI Solutions, our goal is to ensure our customers are maximising on their technology investment, to find the right IT solutions that streamline processes and transform capabilities and pride ourselves in having the best team in the industry to do so.

We specialise in all areas of IT, from hardware and software procurement to complete managed services.

Since day one, our relationships with well-known brands and valued customers have been the driver of our success. Our legacy, spanning over three decades, demonstrates why we are trusted, and our consultative approach and technical expertise mean we are not only meeting today’s challenges, but preparing our clients for the future.

Purpose of Role The Head of Managed Services owns the commercial and operational performance of ASI's managed services portfolio. The remit of Managed Services at ASI includes supporting customers who require full IT

Management, including infrastructure and end user support. This role oversees both the operational delivery of Managed Services as well as overall service management including customer reporting, service performance, SLA compliance, financial oversite, service improvement (automation and process) and ensuring that the service governance structures are complied with.

The role combines a focus on operational excellence and continued growth. Managed services underpins

ASI's recurring revenue base, so success is measured on protecting and expanding that base — hitting SLA and service quality targets that reduce churn, and generating the account health data and reporting that let

Sales, TAMs, and BDMs cross-sell and up-sell with confidence. A proactive and automated approach to service delivery is critical, so a core part of the mandate is maturing ASI's tooling, automation, and reporting to shift the practice from reactive support toward predictive, outcome-based delivery.

Result Areas Activities Measures

Service Operations • Oversee service desk operations including reactive and proactive support

- Drive continuous improvement of

Managed service processes and operations

- Oversight of customer communications related to Managed
- Accurate and consistent delivery of Managed services
- Accurate triage, dispatch and delivery of Managed service delivery agreed SLAs, both remote and onsite where required:

o SLA Compliance > 90%RESTRICTED service delivery from service request through to sign off and closure

- Manage workloads and staffing levels for Managed Service functions
- Quality management processes development and oversite for all

Managed services

- Continuous improvement initiatives implemented and documented.

Technical Expertise &

Advisory

- Work with Service Leadership to continuously monitor client needs and develop new or modified services
- Provide expert guidance to internal and external stakeholders on

Managed services and technical requirements,



with a strong ability to translate technical information for non-technical audiences

- Work closely with other service managers to ensure customer expectations are met and exceeded.
- Monitor CSAT metrics, driving:

o High scores through exceptional service o Healthy response rates through customer promotion and awareness

- Maintain oversite of active onsite and field related service delivery and change management requirements.

Documentation

- Work closely with Sales teams to ensure services are properly scoped and priced, and the customer expectations are realistically set
- CSAT > 90%

Business Development • Documented measurement of progress against growth targets,

goals and budgets.

- Maximise opportunities through customer and vendor engagement.
- Focus on high quality delivery on time and to budget.
- Regular communication both written and verbal with key stakeholders.

Leadership & Personal

Development

- Foster a strong team culture,

embrace ASI values and drive a commitment through these to achieve the vision of being recognised as a trusted and innovative solutions provider of choice.

- Support, develop and mentor colleagues to ensure business and operational plans and goals are achieved, objectives are communicated and implemented effectively.
- Strong team culture.
- Clear communication across ASI.
- Constructive relationships with all departments and teams.RESTRICTED
- Assess individual performance and development and find ways of improving

Compliance • Understand relevant policy and processes to ensure individual and company compliance.

- Perform duties in compliance with

ASI’s Quality Management System, in alignment with ISO 9001 standards.

- Adherence to ISO9001:2015 and

ISO27001 practices.

- 100% policy compliance,

including:

o Acknowledgement of

Company Policies o Adherence to Company

Policies

- Compliance with relevant security frameworks and standards.

Job Responsibilities

You will build and foster a culture of service excellence and governance to help promote ASI’s brand of being an organisation that is focused on customer satisfaction and outcomes. The intent is to embed service delivery methodologies and governance that enhances our customer service experiences, leading to future pipelines of work from both existing and new customers.

As a key contributor to our team your responsibilities will include:

- Leadership of the Managed Services delivery team, including Service Desk, NOC, Service Delivery

Management, Coordination, and Technical Account Management.

- Deliver on agreed metrics for ASI Solutions Group managed services.
- Promote a culture of service excellence throughout the ASI Solutions Group.
- Develop reporting frameworks and processes that deliver improvement in service quality and customer satisfaction.
- Develop processes that streamline and enhance customer experience.
- Work closely with other Service teams and Sales teams to develop a service culture.
- Implement a continuous service improvement program of work, including ongoing staff development
- Develop meaningful internal and external customer facing reports.




- Management and usage development of a suite of service applications that enhance service-based outcomes.
- Provide regular commercial oversite to ensure efficient and profitable service delivery.

Key Communications

Internal External

- Directors
- Heads of Department
- Line managers
- Sales
- Marketing
- Operations
- IT/Internal Systems
- Customers
- Vendors
- Contractors
- Service AgentsRESTRICTED

Key Performance Indicators

Implementation of Service Management metrics and reporting.

Agreed and documented plans

Managed Services delivered within published SLA 90%

Implementation of monitoring services – based on customer satisfaction ratings and uptake

Peer Review

Service Improvement Program implementation Published Plan and roadmap

90% of all accounts to be re-contracted where renewals are required based on contractual signatures

90%

Contribution to Services Revenue Growth 10%

Customer Satisfaction Score 90%

Skills, Attributes & Experience

Essential Criteria

- 5+ years’ experience in managing a team in a service delivery role
- Experience in line management of multi-disciplinary teams.
- Working knowledge of service management and technology landscapes.
- Demonstrated experience in process review alignment and process design
- Excellent written and verbal communication.
- Results oriented leader, experienced cultivating productive working relationships with all stakeholders, driving high standards of quality and output.
- Ability to manage and influence multiple internal and external stakeholders including customers and vendors.
- The ability to self-motivate and motivate a team.
- Experience in both developing and implementing strategic visions.
- Experience in producing meaningful reports from diverse data sets.
- Experience delivering detailed reports both written and verbal.
- Experience creating and implementing process improvements.

Desirable Criteria

- Proven experience in implementing and managing a suite of IT solutions
- Proven experience in developing reports and analysis of data
- Customer focused professional dedicated to service excellence and customer outcomes
- Strong vendor management experience
- A capable leader who is approachable with excellent people management skills combined with the ability to influence peers along with outstanding work ethic and commitment to customer service
- A professional, confident and self-assured person with the ability to demonstrate flexibility and apply learnings to improve service success.
- A team player who is action-focused and result-oriented, who quickly comes up to speed on
- agreed outcome(s).
- An individual that enjoys working with data and making evidence-based decisions.
- Detailed understanding of Service Management techniques and methodologies.
- 5+ years with an IT vendor delivering Services or a similar role.

Conditions of Employment

- Required to follow employment policies and procedures outlined in the employee handbook and amendments and to promote the values of ASI Solutions in all day-to-day work activities and terms and conditions of the employment contract.RESTRICTED

Work Setting

- Shared office.
- Customer sites when needed.

WHS (Work Health and Safety) Responsibilities

- Required to co-operate fully with safety instructions and WHS policies.
- ASI will ensure the health, safety and welfare of employees and contractors

Prepared By / Date Approved By / Date

📌 Head of MSP (Sydney)
🏢 Bluebird Recruitment
📍 Sydney