Service Delivery Manager

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

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.