Head of Service Delivery - Systems Integrator

Are you looking for an exciting new opportunity?

Join an Australian ICT partner with more than 25 years of experience, growing from its roots in designing and manufacturing communications hardware into a trusted end-to-end provider of managed IT, unified communications, cloud, managed networks, and security-focused infrastructure. Backed by an Australian-based service desk and a strong partner ecosystem, it combines decades of technical expertise with a customer-focused mindset.

This is a great opportunity for a Head of Service Delivery to lead and scale the service operations of a rapidly growing managed services provider. The ideal candidate will oversee a team of around 14 across L1/L2 Service Desk, Field Engineering, and Dispatch, driving operational excellence, customer satisfaction, and service improvements while building a scalable, high-performing service delivery function.

Don’t miss out on this exciting opportunity and apply today!

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.

Skills/Must Have:

• 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.

Desirable Skills:

• 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.

Benefits:

• 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.

Salary:

• Competitive salary based on experience and qualifications