RESTRICTEDPOSITION DESCRIPTIONTITLE: Head of Managed Services DEPARTMENT ServicesLOCATION Sydney/National REPORTS TO Chief Services OfficerSTATUS Full Time/Permanent DIRECT/INDIRECT REPORTS 5 / 30About ASI SolutionsTechnology is at its most powerful with the right people behind it.Since ****, ASI Solutions has been empowering a variety of businesses, across the public and privatesector, 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 findthe right IT solutions that streamline processes and transform capabilities and pride ourselves in having thebest 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 oursuccess.
Our legacy, spanning over three decades, demonstrates why we are trusted, and our consultativeapproach and technical expertise mean we are not only meeting today's challenges, but preparing our clientsfor the future.Purpose of RoleThe Head of Managed Services owns the commercial and operational performance of ASI's managedservices portfolio.
The remit of Managed Services at ASI includes supporting customers who require full ITManagement, including infrastructure and end user support.
This role oversees both the operational deliveryof Managed Services as well as overall service management including customer reporting, serviceperformance, SLA compliance, financial oversite, service improvement (automation and process) andensuring that the service governance structures are complied with.The role combines a focus on operational excellence and continued growth.
Managed services underpinsASI's recurring revenue base, so success is measured on protecting and expanding that base — hitting SLAand service quality targets that reduce churn, and generating the account health data and reporting that letSales, TAMs, and BDMs cross-sell and up-sell with confidence.
A proactive and automated approach toservice delivery is critical, so a core part of the mandate is maturing ASI's tooling, automation, and reportingto shift the practice from reactive support toward predictive, outcome-based delivery.Result Areas Activities MeasuresService Operations • Oversee service desk operationsincluding reactive and proactivesupport• Drive continuous improvement ofManaged service processes andoperations• Oversight of customercommunications related to Managed• Accurate and consistent deliveryof Managed services• Accurate triage, dispatch anddelivery of Managed servicedelivery agreed SLAs, bothremote and onsite whererequired:o SLA Compliance > 90%RESTRICTEDservice delivery from service requestthrough to sign off and closure• Manage workloads and staffing levelsfor Managed Service functions• Quality management processesdevelopment and oversite for allManaged services• Continuous improvementinitiatives implemented anddocumented.Technical Expertise &Advisory;• Work with Service Leadership tocontinuously monitor client needsand develop new or modifiedservices• Provide expert guidance to internaland external stakeholders onManaged services and technicalrequirements,



with a strong ability totranslate technical information fornon-technical audiences• Work closely with other servicemanagers to ensure customerexpectations are met and exceeded.
• Monitor CSAT metrics, driving:o High scores through exceptionalserviceo Healthy response rates throughcustomer promotion andawareness• Maintain oversite of active onsite andfield related service delivery andchange management requirements.Documentation• Work closely with Sales teams toensure services are properly scopedand priced, and the customerexpectations are realistically set• CSAT > 90%Business Development • Documented measurement ofprogress against growth targets,goals and budgets.
• Maximise opportunities throughcustomer and vendor engagement.
• Focus on high quality delivery ontime and to budget.
• Regular communication bothwritten and verbal with keystakeholders.Leadership & PersonalDevelopment• Foster a strong team culture,embrace ASI values and drive acommitment through these toachieve the vision of beingrecognised as a trusted andinnovative solutions provider ofchoice.
• Support, develop and mentorcolleagues to ensure business andoperational plans and goals areachieved, objectives arecommunicated and implementedeffectively.
• Strong team culture.
• Transparent communication across ASI.
• Constructive relationships with alldepartments and teams.RESTRICTED• Assess individual performance anddevelopment and find ways ofimprovingCompliance • Understand relevant policy andprocesses to ensure individual andcompany compliance.
• Perform duties in compliance withASI's Quality Management System, inalignment with ISO **** standards.
• Adherence to ISO****:**** andISO***** practices.
• 100% policy compliance,including:o Acknowledgement ofCompany Policieso Adherence to CompanyPolicies• Compliance with relevantsecurity frameworks andstandards.Job ResponsibilitiesYou will build and foster a culture of service excellence and governance to help promote ASI's brand ofbeing an organisation that is focused on customer satisfaction and outcomes.
The intent is to embed servicedelivery methodologies and governance that enhances our customer service experiences, leading to futurepipelines 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 DeliveryManagement, 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 andcustomer 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-basedoutcomes.
• Provide regular commercial oversite to ensure efficient and profitable service delivery.Key CommunicationsInternal External• Directors• Heads of Department• Line managers• Sales• Marketing• Operations• IT/Internal Systems• Customers• Vendors• Contractors• Service AgentsRESTRICTEDKey Performance IndicatorsImplementation of Service Management metricsand reporting.Agreed and documented plansManaged Services delivered within published SLA 90%Implementation of monitoring services – based oncustomer satisfaction ratings and uptakePeer ReviewService Improvement Program implementation Published Plan and roadmap90% of all accounts to be re-contracted whererenewals are required based on contractualsignatures90%Contribution to Services Revenue Growth 10%Customer Satisfaction Score 90%Skills, Attributes & ExperienceEssential 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 allstakeholders, driving high standards of quality and output.
• Ability to manage and influence multiple internal and external stakeholders including customers andvendors.
• 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 theability 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 applylearnings 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 andamendments and to promote the values of ASI Solutions in all day-to-day work activities and termsand conditions of the employment contract.RESTRICTEDWork Environment• 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 contractorsPrepared By / Date Approved By / Date

📌 Head Of Msp (New South Wales)
🏢 Bluebird Recruitment
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