Manager, Support & Delivery Teams

at; Österreich; Vor Ort; EUR 111.939 - 151.448; Vollzeit

Zusammenfassung

Melbourne Systems Integrator is seeking a Manager to lead and grow its support and delivery teams. You will coach a 40-person team across IT support and managed services, elevating processes, and driving automation. Flexibility to work from office or home is provided.

The role emphasizes mentoring, stakeholder management, and improving service delivery maturity while achieving strong SLA outcomes.

Qualifikationen

• A few years of experience managing a team in IT support or managed services.
• Industry networking certifications and ITIL v4 (or equivalent).
• Hands-on experience with networking and infrastructure environments.
• Experience delivering against SLAs and managing client relationships.
• Experience using a PSA or ITSM platform.

Aufgaben

• Lead service delivery operations and coach delivery teams (L1-3).
• Plan resources and workload across support services; monitor reporting.
• Manage client relationships, service reviews and SLA performance.
• Drive continuous service improvements and adoption of automation/AI.

Kenntnisse

Team leadership

Managed services

ITIL v4

Networking

Infrastructure

Customer relationships

Tools

PSA or ITSM platform

Jobbeschreibung

Manager - Support and Delivery Teams

We are working with a growing Systems Integrator in Melbourne who are looking to add a leader into their team to grow, coach and take their managed services delivery teams to the next level. Our client is very well in government, health and critical services space and has well known hospitals, health departments, aged care and critical infrastructure clients. They have a team of 40 people, provide flexibility to work from office/home.

We are looking for someone with experience leading, mentoring and developing technical support teams (L1-3) and managed services delivery teams lead the resolution of complex technical incidents and service escalations providing senior technical support across networking, security and infrastructure.

They have processes in place but as they are entering a growth phase and looking to ramp up their managed services business so any experience elevating the team, processes, procedures and adopting automation and AI into their environment is a great to have.

You will manage client relationships, service reviews and SLA performance, drive continuous service improvements and resolve recurring issues. Plan team resources and manage workload across support services, maintain service, incident and operational reporting.

The successful candidate will be responsible for leading service delivery operations, managing team performance, driving customer outcomes, and contributing to the continued growth and maturity of the managed services practice.

What We're Looking For

• A few years experience managing a team as well as prior experience in IT support or managed services
• Industry networking certifications and ITIL v4 (or equivalent)
• Hands-on exp supporting networking and infrastructure environments.
• Experience managing client relationships and delivering against SLAs.
• Experience using a PSA or IT service management platform

On Offer

A salary $150,000 + Super. Start Date: As soon as practical