Head of Service Delivery — Managed Services Excellence

Brennan; Sydney; Presencial; AUD 180.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Training & development budget

Culture Awards that recognise excellce

Brennan Daredevils - top performers’全

Vibrant, fun social activities

Discounted hardware and software

An environment that embraces learning

Descripción de la vacante

Brennan in Australia is seeking a Head of Service Delivery to lead Brennan’s managed services delivery across key customers. You will build and lead a high-performing team, ensuring seamless service across portfolios and driving long-term client value.

You will own customer satisfaction, contractual performance and account profitability, bringing together delivery teams to deliver superior outcomes and growth. The role requires strategic leadership and strong ITSM/ITIL knowledge.

Formación

• 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.

Responsabilidades

• 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.

Descripción del empleo

Brennan in Australia is seeking a Head of Service Delivery to lead Brennan’s managed services delivery across key customers. You will build and lead a high-performing team, ensuring seamless service across portfolios and driving long-term client value.

You will own customer satisfaction, contractual performance and account profitability, bringing together delivery teams to deliver superior outcomes and growth. The role requires strategic leadership and strong ITSM/ITIL knowledge.