Head of Service Delivery

Location: Sydney, NSW

Employment Type: Full Time, Permanent

About the business

Our client is an established technology services provider delivering a broad range of IT services, managed print solutions and recording technologies to business customers.

With a strong focus on customer service, technical capability and operational excellence, the business is entering an exciting period of growth and investment. As demand for its services continues to increase, it is looking to appoint an experienced Head of Service Delivery to lead and scale its service operations.

About the role

Reporting into senior leadership, the Head of Service Delivery will take ownership of the organisation's L1 and L2 service delivery operations, field engineering function and internal IT environment.

Leading a team of approximately 14 people across service desk, technical support, field engineering and dispatch, you will be responsible for building a highly efficient, customer focused operation that can support significant business growth.

This is an opportunity for an experienced managed services leader who enjoys improving operational performance, developing teams, implementing processes and delivering measurable improvements in customer satisfaction.

Regular travel to Wollongong and Melbourne will be required.

Key responsibilities

- Lead and develop the L1 and L2 service desk function, ensuring effective ticket management, prioritisation, escalations and SLA performance.
- Establish consistent service delivery processes, improving first contact resolution, response times,



customer satisfaction and overall operational efficiency.
- Manage field engineering operations and dispatch across Sydney, Wollongong and Melbourne, optimising resource allocation and utilisation.
- Take ownership of internal IT operations, including Microsoft 365, devices, security, business systems and infrastructure.
- Work closely with senior technology leadership, engineering and project teams to coordinate L3 escalations, project delivery and service transitions.
- Drive service desk automation, knowledge management, self service capabilities and continuous improvement initiatives.
- Manager technology vendors, OEM relationships and partner accreditations, ensuring service quality and technical capability.
- Monitor operational performance through KPIs, reporting, service reviews and customer feedback.

Skills and experience To be successful in this position, you will bring:

- At least 5 years' experience leading a managed services operation, MSP service desk or IT service delivery function.
- Proven experience managing teams of 10 or more technical support professionals.
- Strong understanding of ITIL frameworks, IT service management and service delivery best practices.
- Demonstrated experience managing SLAs,



escalations, customer satisfaction, service desk performance and resource utilisation.
- Technical understanding across Microsoft 365, Azure, networking, cybersecurity and end user computing.
- Experience with PSA and RMM platforms such as Halo, NinjaOne or similar.
- A track record of improving service delivery operations, implementing processes and scaling teams within a growing technology business.
- Solid stakeholder management, leadership and communication skills.

Desirable experience

- ITIL 4 certification or equivalent.
- Managed print services experience, including OEM relationships with manufacturers such as Ricoh or Lexmark.
- Experience managing field engineering, dispatch or multi site technical support teams.
- Exposure to service desk automation, AI assisted triage and self service portals.
- Experience managing technology projects, service transitions and operational transformation.

What is on offer?

- Senior leadership opportunity within an established technology services business.
- Prospect to shape and transform an entire service delivery function.
- Lead a multidisciplinary team across service desk, field engineering and internal IT.
- Play a key role in supporting significant business growth.
- Work closely with senior leadership and influence operational strategy.

If you are an experienced Service Delivery Manager or Head of Managed Services looking for an opportunity to take ownership of a growing technology operation, we would welcome your application.

📌 Head of Service Delivery (Sydney)
🏢 Hamilton Barnes
📍 Sydney