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About the Role
Step into a high-impact leadership role supporting one of our iconic national customers from their Mascot site in a hybrid, customer-embedded environment. Lead the delivery of Service Desk, Tech Bar crews, Desktop Services, and airport support nationally. Work closely with customer stakeholders and an on-site team to ensure smooth service operations, commercial viability, and continuous improvement.
Responsibilities
- Take the lead with executive customer relationships, acting as an embedded delivery lead.
- Lead through direct and indirect reports (40+), supporting leaders to build capability, maintain accountability, and keep teams aligned.
- Keep Service Delivery areas running to agreed SLAs, KPIs, and customer expectations.
- Drive service performance using reviews and improvement initiatives to enhance quality, consistency, and customer experience.
- Oversee service governance with a clear view of forecasting, commercial commitments, contract obligations, and delivery risk.
- Create a collaborative, accountable team environment focused on quality delivery and continuous improvement.
Requirements
- A confident, energised leadership style with the presence to build trust quickly, keep momentum high, and bring people along in a dynamic customer environment.
- Strong service delivery and operational leadership experience in frontline IT managed services.
- A practical, outcomes-focused understanding of ITIL-led service management, including service desk operations, incident management, and continual service improvement.
- The presence and credibility to lead service reviews, navigate priorities, and turn SLAs, reporting, and improvement plans into stronger outcomes for customers and teams.
- A genuine passion for customer success, team energy, and creating a positive, accountable delivery environment where people are proud to do great work.
Location
- Mascot site
- Sydney
- Melbourne
- Nationally
Work Type
- Hybrid
- Customer-embedded
Experience Level
- Senior role
Benefits
- Growth-focused culture – Formal training, mentoring, internal role opportunities, vendor exam support, communities of practice and regular development reviews.
- Flex your work – Hybrid options, flexible hours, mobility and part-time roles (customer needs permitting).
- Celebrate together – Social events, cultural celebrations, end-of-year functions and more.
- Wellbeing matters – Health and wellness resources, tailored leave and support options and EAP access.
About the Company
- Kinetic IT is a leading Australian IT services provider specialising in Intelligent Workplace, Cloud, Cyber Security, Digital Infrastructure and IT Service Management.
- We are unlocking the potential of technology to enrich lives of Australian communities.
- For more than 25 years, we’ve partnered with some of Australia’s most important organisations, to help deliver essential services relied upon by our communities including government, critical infrastructure, education, law enforcement, defence, emergency services, utilities, and transport.
- At Kinetic IT, we’re driven by technology, customer success and community impact, with over 1,500 people across Australia delivering world-class capability with a local touch.
- We value individuality, inclusion and collaboration, welcoming people of all abilities, backgrounds, cultures and genders, and are proud to be an Indigenous and Veteran-friendly employer.
Equal Opportunity
- We value individuality, inclusion and collaboration, welcoming people of all abilities, backgrounds, cultures and genders, and are proud to be an Indigenous and Veteran-friendly employer.