Service Delivery Leader – AI-Driven MSP Growth

Excellence IT; Melbourne; On-site; AUD 140,000 - 180,000; Full time

Job summary

Excellence IT is a Melbourne MSP with offices in Scoresby and Sydney. We’re growing, and this leadership role guides our service delivery across managed services and projects.

You’ll optimize SLAs, drive root-cause fixes, and lead a five-person team (with growth to ten) using a live AI layer behind Autotask, Datto RMM and IT Glue. You come with 10+ years in service delivery for MSPs, deep experience with the Kaseya stack, and a proven track record of making operations equitable, predictable and

Qualifications

• 10+ years in service delivery leadership with MSP experience.
• Hands-on with Kaseya stack and standard MSP tools (Autotask, Datto RMM, IT Glue).

Responsibilities

• Own service delivery across managed services and projects.
• Hit SLAs and address root causes to prevent recurrence.
• Lead a team of five and grow it to ten.
• Keep the queue clean and aging under control.
• Run Autotask, Datto RMM and IT Glue with AI enhancements.
• Bring scorecards to leadership discussions (EOS/ TruPeer).
• Sit on the leadership team guiding the next steps.

Skills

Service Delivery

Leadership

MSP Experience

KPI Management

Tools

Autotask

Datto RMM

IT Glue

Kaseya

Job description

Excellence IT is a Melbourne MSP with offices in Scoresby and Sydney. We’re growing, and this leadership role guides our service delivery across managed services and projects.

You’ll optimize SLAs, drive root-cause fixes, and lead a five-person team (with growth to ten) using a live AI layer behind Autotask, Datto RMM and IT Glue. You come with 10+ years in service delivery for MSPs, deep experience with the Kaseya stack, and a proven track record of making operations equitable, predictable and