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About the Role
Lead a high-performing Service Delivery team, managing a portfolio of clients with a focus on operational excellence and continuous improvement. This role offers autonomy and accountability, with opportunities to influence engineers and embed AI and automation into service delivery.
Responsibilities
- Lead a pod of support professionals, owning their performance, alignment, and growth.
- Take accountability for SLAs, client satisfaction, escalations, and overall operational excellence.
- Act as the primary operational escalation point for clients.
- Collaborate closely with Dispatch, Projects, Engineering, and Client Services.
- Drive continuous improvement by using AI and automation to eliminate recurring issues and lift efficiency and quality.
- Ensure support agreements are met, measured, and continually improved.
Requirements
- Proven Service Delivery leadership experience within an MSP, MSSP, or IT integrator.
- Strong commercial acumen and confidence managing senior stakeholders.
- Deep understanding of ITIL-based service delivery.
- Experience leading multi-location or offshore teams.
- A proactive, accountable, solutions-focused mindset.
- A genuine interest in AI and automation as tools to solve operational challenges.
- Alignment with company values.
Skills
- Service Delivery leadership
- ITIL
- AI
- Automation
Location
- Philippines
Work Type
- Flexible working
Experience Level
- Leadership experience
Salary/Compensations
- Up to $120k + super
Benefits
- Free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counsellors.
- Flexible working for work-life balance.
- 10 paid study days per year, exam fees paid, pay rises for certifications (conditions apply).
- Weekly internal training and access to our learning library.
- FastTrack mentoring program.
- MAD Council participation, focused on equality, charity and environment.
- Tesla company car option (conditions apply).
- Regular social events and a genuinely strong team culture.
About the Company
- Australia’s best mid-market Managed Service Provider (Cloudtango, eight years running).
- 450+ people across Australia, New Zealand and the Philippines, with steady, sustainable growth.
- Operates with informed, aligned, and supportive principles, rewarding performance.
- Values include 'Win Together' and 'Be the Solution'.
Equal Opportunity
- Welcomes applications from Neurodiverse candidates.
- Offers flexible options to best showcase skills for Neurodiverse candidates.