Head of Service Delivery | Managed IT Services

Location: Sydney, NSW (Travel to Wollongong & Melbourne)

Employment Type: Full-Time | Permanent

About the Chance

We are partnering with a rapidly growing Australian Managed Services Provider seeking an experienced Head of Service Delivery to lead and scale its service operations.

This is an exciting opportunity to oversee a team of approximately 14 professionals across L1/L2 Service Desk, Field Engineering and Dispatch, driving operational excellence, customer satisfaction and service improvements.

With ambitious growth plans, the successful candidate will play a key role in building a scalable, high-performing service delivery function.

Key Responsibilities

- Lead end-to-end L1/L2 service delivery across Managed IT, Print and Field Services.
- Manage and develop a team of approximately 14 engineers and support professionals.
- Drive improvements in SLAs, customer satisfaction, incident management and service performance.
- Optimise PSA/RMM platforms, including Halo, NinjaOne or similar.
- Implement automation, AI-assisted workflows and proactive monitoring.
- Oversee major incidents, escalations and key customer service reviews.
- Collaborate with CIO, Engineering and Project teams on L3 escalations and transformation initiatives.
- Manage field engineering operations, resource utilisation and vendor relationships.
- Establish scalable processes, KPIs and reporting frameworks to support business growth.

What We're Looking For

- 5 years' experience leading Managed Services,



MSP or IT Service Delivery operations.
- Proven experience managing teams of 10 staff.
- Track record of scaling service operations within a growing technology business.
- Strong understanding of ITIL, SLAs, KPIs and customer service management.
- Technical knowledge across Microsoft 365, Azure, Networking, Cybersecurity and End-User Computing.
- Experience with PSA/RMM tools such as Halo, NinjaOne or ConnectWise.
- Strong leadership, stakeholder management and operational improvement capabilities.
- Experience managing service transitions, projects and cross-functional teams.

Highly Desirable

- ITIL 4 certification.
- Managed Print Services or Field Engineering experience.
- Experience with service desk automation and AI-driven workflows.
- Experience managing multi-site operations and vendor partnerships.

Why Consider This Opportunity?

- Senior leadership role with genuine ownership of service delivery.
- Join a fast-growing Australian technology business.
- Lead an established team and shape future service operations.
- Work closely with senior leadership on strategic transformation initiatives.
- Excellent opportunity for long-term career progression.

Interested?

If you're an experienced Head of Service Delivery, Service Delivery Manager or Managed Services Operations Leader looking for your next challenge, we'd love to hear from you.

Please respond to this listing, or email: [email protected] so we can arrange a follow-up call!

📌 Head of Service Delivery (North Ryde)
🏢 Hamilton Barnes
📍 North Ryde