Chief Tech Operations & Service Delivery Leader

Private Advertiser; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

Private Advertiser in Sydney is seeking a seasoned leader to head technology operations and service delivery, shaping strategic direction and ensuring exceptional client outcomes across service desk, engineering and support teams.

The role combines hands-on leadership with governance, KPI reporting and budget stewardship to deliver reliable performance, scalable delivery and measurable business growth, reporting to the CEO and collaborating with the executive team.

Qualifications

• Proven leadership within an MSP or outsourced IT environment.
• Experience managing service desks, engineering teams and client IT operations.
• Strong knowledge of SLAs, ITIL, incident management and governance.
• Hands-on experience with PSA/RMM platforms and ticketing systems.
• Track record in automation, process improvement and operational discipline.

Responsibilities

• Lead and manage technology service delivery operations, ensuring consistent service standards and client satisfaction.
• Oversee service desk, technical support and engineering functions, including resource planning and accountability.
• Manage SLAs, incident resolution, escalations and ongoing service performance.
• Develop and implement operational reporting, dashboards and service KPIs.
• Improve service desk productivity, ticket resolution and delivery efficiency.
• Manage operational budgets and contract profitability.
• Drive improvements across PSA/RMM systems and workflows.
• Strengthen client onboarding and service transitions.
• Lead distributed technical teams with ownership and accountability.
• Collaborate with CEO to ensure operations support growth.

Skills

Leadership

MSP experience

ITIL knowledge

PSA/RMM platforms

Ticketing systems

Automation

Tools

PSA/RMM platforms

Monitoring tools

Job description

Private Advertiser in Sydney is seeking a seasoned leader to head technology operations and service delivery, shaping strategic direction and ensuring exceptional client outcomes across service desk, engineering and support teams.

The role combines hands-on leadership with governance, KPI reporting and budget stewardship to deliver reliable performance, scalable delivery and measurable business growth, reporting to the CEO and collaborating with the executive team.