Head of Service Delivery

Hamilton Barnes ?; Sydney; On-site; AUD 120,000 - 180,000; Full time

Job summary

Hamilton Barnes in Sydney, NSW is seeking a Head of Service Delivery to lead and scale its managed IT services. You will oversee a team of around 14 professionals across L1/L2 Service Desk, Field Engineering and Dispatch, driving performance.

The role focuses on improving SLAs, customer satisfaction, and incident management, with a push toward automation and AI-driven workflows. Travel to Wollongong and Melbourne is required as part of service delivery across multi-site operations.

Qualifications

• 5+ years' experience leading Managed Services or IT Service Delivery operations.
• Proven experience managing teams of 10+ staff.
• Experience scaling service operations within a growing tech business.
• Strong ITIL, SLA, KPI knowledge and customer service management.

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.
• 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

Leadership

People management

ITIL

SLA management

KPI management

Cross-functional collaboration

Tools

Halo

NinjaOne

ConnectWise

Job description

Head of Service Delivery | Managed IT Services

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

Employment Type: Full-Time | Permanent

About the Opportunity

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.
• 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.