Service Delivery Manager

Excellenceit; Melbourne; On-site; AUD 120,000 - 180,000; Full time

Job summary

Excellence IT, a Melbourne MSP, seeks a Service Delivery Manager to join the leadership team. You’ll own service delivery across Managed Services and projects, lead a five-person team with plans to grow to ten, and keep the queue clean while improving processes with an AI layer.

You’ll work from Scoresby and use tools like Kaseya, Autotask, Datto RMM, and IT Glue to drive efficiency. A genuine seat at the table and pathway to ownership are offered.

Qualifications

• 10+ years in service delivery leadership.
• Ability to lead and scale a small team to larger sizes.

Responsibilities

• Own service delivery across the MSP portfolio.
• Lead a team of five, with growth plans.
• Maintain SLA performance and drive root-cause analysis.

Skills

Service delivery

Leadership

Team management

Process improvement

KPI tracking

Tools

Kaseya

Autotask

Datto RMM

IT Glue

Job description

Let's skip the part where we pretend this is a normal job ad.

We're Excellence IT, a Melbourne MSP with offices in Scoresby and Sydney. We're growing. Acquisitions and expansion are both on the whiteboard, and our targets are, frankly, a bit ambitious. We like it that way.

AI and automation are already part of how we run. Not as a buzzword. It's live, it's working, and it's only getting started.

We need a Service Delivery Manager to join our leadership team and help build what comes next.

Who you are

You've been running service delivery for 10+ years. You've seen the good, the bad and the 4:55pm Friday Emergency. Not much rattles you anymore.

You know the Kaseya stack properly. Autotask, Datto RMM and IT Glue aren't tools you've "had exposure to." You've built the workflows, fixed them when they broke, and made them earn their keep.

You lead people well. You'll take a team of five (and growing) and make them better than they think they are.

And somewhere along the way, you started thinking: I'd like to build something that's partly mine.

What you'll do

Own service delivery. All of it. Managed services, projects, the 8am chaos

Hit SLAs without breaking a sweat, then kill the root cause so it never comes back

Lead a team of five. Make them better. Make it ten

Keep the queue clean. Aged tickets don't age on your watch

Run Autotask, Datto RMM and IT Glue with an AI layer already working behind the scenes. Your job is to make it smarter, not start from scratch

Know your numbers cold. We run on EOS and TruPeer, and you'll bring the scorecard to the table

Sit on the leadership team and help decide where this thing goes next

How we work

We put people first. Our team, our clients, and the lives we all have outside the business day.

We care about outcomes, not activity. Nobody here is impressed by a busy calendar.

We're growth oriented. That goes for the business and for you.

We're accountable. When something goes sideways, we own it, fix it and move on.

And we win as a team. No lone heroes, no "not my job."

If that sounds like common sense to you, good. You'll fit right in.

The honest bit

We're a small business. We'll pay you fairly, but let's be real: probably a little less than the big end of town would. What we offer instead is what they can't. A genuine seat at the table, and a pathway to real ownership for the right person. Skin in the game. We'll talk details over coffee.

The fine print

This role is based in our Scoresby office. Our leaders are in the room.

We also know life happens. Kids, parents, partners, pets, the half marathon you're training for. We're genuinely understanding about everything that matters outside work.

The right person is everything to us. If that's you, you probably already know.