Head of Technology Operations & Service Delivery

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

Head of Technology Operations & Service Delivery

About Us
We are an established Australian technology services organisation delivering end-to-end IT infrastructure, cloud, cybersecurity, communications and technical support solutions to businesses operating in complex and business-critical environments.
With an established technical capability and a portfolio of long-standing client relationships, we are entering our next stage of development, with a focus on strengthening operational performance, service excellence and the scalability of our delivery operations.
We are seeking an experienced operational leader who can bring structure, accountability and commercial discipline to our service delivery function while supporting the continued growth of the business.
About the Role
Reporting directly to the CEO, this is a senior leadership appointment with responsibility for the overall performance, quality and commercial efficiency of our technology service delivery operations.
You will oversee technical support, service desk operations, engineering resources and client service delivery, ensuring our services are delivered consistently, efficiently and in accordance with contractual commitments.
This is a hands-on leadership role requiring someone with genuine experience in managed IT services and outsourced technology environments. You will combine strategic oversight with the practical operational knowledge required to manage technical teams, improve service performance and build a scalable delivery model.
Key Responsibilities

• Lead and manage our technology service delivery operations, ensuring consistent service standards and client satisfaction.
• Oversee service desk, technical support and engineering functions, including resource planning, performance and accountability.
• Manage service level agreements (SLAs), incident resolution, escalations and ongoing service performance.
• Develop and implement operational reporting, performance dashboards and service management KPIs.
• Improve service desk productivity, ticket resolution, resource utilisation and overall delivery efficiency.
• Manage operational budgets, service delivery costs and contract profitability.
• Drive improvements across PSA/RMM systems, service management processes and technical workflows.
• Strengthen client onboarding, service transitions and ongoing service relationships.
• Develop and implement automation and process improvement initiatives to improve efficiency and scalability.
• Lead and develop distributed technical teams, building a culture of ownership, responsiveness and accountability.
• Work closely with the CEO to ensure operational capability supports commercial growth and broader business objectives.
• Maintain senior client relationships and take ownership of complex service delivery matters where required.

About You
We are looking for an experienced technology services leader who understands the practical and commercial realities of delivering managed IT services.
You will bring:

• Demonstrated leadership experience within a Managed Services Provider (MSP), outsourced IT or recurring technology services environment.
• Proven experience managing service desks, technical engineering teams and client-facing IT operations.
• Strong understanding of SLAs, ITIL principles, incident management and service delivery governance.
• Practical experience with PSA/RMM platforms, ticketing systems and operational performance reporting.
• Sound commercial judgement, particularly around service margins, resource utilisation and cost-to-serve.
• Experience improving service delivery performance through process standardisation, automation and operational discipline.
• Strong people leadership and stakeholder management capability.
• Experience managing distributed or offshore service delivery teams will be highly regarded.
• A hands-on, accountable leadership style suited to a growing, commercially focused organisation.

What's on Offer
This is an opportunity to take ownership of an established technology service delivery function and play a meaningful role in shaping its future direction.
Working directly with the CEO, you will have the scope to influence operational strategy, strengthen technical delivery capability and introduce improvements that support both client service and business performance.
We offer an environment where experience, initiative and commercial judgement are valued, with genuine opportunity to make a measurable contribution to the organisation's next stage of growth.