Overview
Our IT services, specialising in MSP, MSSP, and project implementation, is expanding rapidly. We need a Business Systems & Automation Manager to oversee our operations. As an organisation with 50% internal growth over the last 12 months, we're looking to continue our growth trajectory and improve ongoing services and systems throughout.
This is a newly created role responsible for ensuring our platforms, workflows, and data are accurate, efficient, and scalable. The successful candidate will both design and implement system and process improvements, with a strong focus on operational efficiency, billing accuracy, and automation.
This is not a support, project, or people management role. It is a builder-owner position where you will be deeply involved in the configuration, clean-up, and hands-on optimisation, while being accountable for long-term outcomes.
Key Responsibilities
Own and optimise ConnectWise Manage workflows, SLAs, billing rules, and integrations
Build and deploy automations to reduce manual effort and boost technician productivity
Develop dashboards and reports translating SLA, utilisation, and profitability data into insights
Document and standardise processes, driving compliance and best practice adoption
Audit billing, minimise leakage, and identify revenue and efficiency opportunities
Lead ConnectWise stabilisation then transition to ongoing optimisation and governance
Collaborate across Service Delivery, Finance, and Technical teams
Deliver measurable ITSM improvements across Incident, Problem, and Change Management
Key Skills




5+ years MSP business systems or PSA/RMM administration
Advanced ConnectWise Manage workflows, billing, automation
Track record of system transformation with measurable outcomes
Reporting, integrations, and data-driven insights
Detail-oriented, self-directed, process-driven
Bridges technical and non-technical stakeholders
What Success Looks Like
Months 1 - 6: Stabilised ConnectWise, clean data, improved billing accuracy
Ongoing: Measurable gains in efficiency, profitability, reporting adoption, and scalability
Role evolves from fixing deficiencies to continuously optimising how the business runs
What We Offer
Competitive salary with performance incentives
High-impact role in a rapid-growing specialist MSP
Flexible/hybrid/remote working arrangements
Professional development in PSA, automation, and process excellence
Apply Today
Please send your resume by clicking on the apply button.
Reference Number: **************** - PJ
This is a hybrid
position.
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📌 Business Systems & Automation Manager (Melbourne)
🏢 Robert Half Australia
📍 Melbourne