Head of Service Delivery | Managed Services

Brennan; Brisbane; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Culture Awards

Daredevils trip

Discounted hardware and software

Learning and development

Job summary

Brennan is seeking a seasoned Service Delivery Management leader to build and lead a high-performing team delivering outcomes across our managed services portfolio. You will own customer satisfaction, contract performance and account profitability, unifying delivery across Brennan to drive retention and growth.

You will shape delivery strategy, mentor managers, and partner with Sales and Delivery to ensure seamless service experiences.

Qualifications

• Significant experience in service management or operations leadership within a managed services or tech environment.
• Proven track record building and developing high-performing teams.
• Experience overseeing complex, multi-service enterprise accounts.
• Strong commercial judgement with understanding of margin, contracts and profitability.
• Solid knowledge of ITSM and ITIL service management.
• Ability to influence senior stakeholders and drive change.

Responsibilities

• Lead and develop the Service Delivery Management team to create an engaged, accountable culture.
• Own customer satisfaction across the portfolio and use performance insights to improve the experience.
• Identify underperforming accounts and implement plans to improve profitability and service performance.
• Develop and execute a clear service management strategy and annual business plan.
• Coordinate Managed and Professional Services delivery to present one Brennan delivery.
• Ensure contractual commitments are met and delivery supports retention and growth.

Skills

Service management

Operations leadership

Team development

Multi-service account leadership

Commercial judgement

ITSM/ITIL knowledge

Job description

Brennan. Where true performance thrives.

At Brennan, we believe that how technology is delivered is every bit as important as what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.

It’s a claim backed by our True Performance System - a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.

True performance for our customers starts with a true belief in our people.

It’s why we’ve structured our business to help our teams, and their talents, shine bright. It's why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.

True rewards

In addition to competitive remuneration, Brennan offers extensive benefits, including:

• Culture Awards that recognise excellence.
• Brennan Daredevils - our annual, all-expenses paid trip awarded to our top performers and outstanding contributors.
• Discounted hardware and software.
• An environment that embraces learning and development.

The role:

Lead and develop Brennan’s service delivery management function, building a high-performing team that delivers exceptional outcomes across our key managed services customers.

Own customer satisfaction, contractual performance and account profitability, bringing Brennan’s delivery teams together to provide a seamless customer experience and support long-term retention and growth.

Key Responsibilities

• Service delivery leadership: Lead and develop the Service Delivery Management team, creating an engaged, accountable and customer-focused culture.
• Customer experience: Own customer satisfaction across the portfolio, using feedback and service performance insights to address issues and improve the overall experience.
• Commercial performance: Identify underperforming accounts and implement plans to improve profitability, service performance and long-term customer value.
• Service management strategy: Develop and execute a clear strategy and annual business plan to mature Brennan’s service management capability.
• One Brennan delivery: Coordinate Managed and Professional Services delivery across each customer engagement, ensuring Brennan presents as one unified team.
• Retention and risk: Ensure contractual commitments are met, risks are actively managed and delivery supports customer retention and account growth.

Skills & Experience You Will Bring:

• Significant experience in Service Management or Operations leadership within a Managed Services or technology services environment.
• A strong track record of leading and developing teams, including performance management, capability development and building an engaged culture.
• Experience managing complex, multi-service enterprise customers, ideally across accounts valued at $1m+ annually.
• Strong commercial judgement, with an understanding of margin, contracts, resource utilisation, risk and account profitability.
• Strong knowledge of ITSM and ITIL service management, with the ability to mature service delivery capabilities across multiple technology areas.
• A confident, influential leader who can manage change and engage credibly with customers, senior leadership, Sales and delivery teams.

As part of our hiring process, you will be required to undertake a National Criminal History Check.

Brennan is an equal opportunity employer