Head of MSP

About the role

Head of Managed Services
Sydney (3–4 days on-site) | [Salary — TBC] | Reports to the Chief Service Officer
Since 1985, this well-established Australian IT solutions provider has helped public and private sector organisations integrate technology in ways that are genuinely transformative to their business — from hardware and software procurement through to complete managed services. Four decades on, it's still trusted by long-standing clients for its consultative approach and technical depth.
The Opportunity
This newly created leadership role owns the commercial and operational performance of the business's Managed Services portfolio — full IT management covering infrastructure and end-user support. You'll run service desk delivery, own SLA and CSAT performance, and drive the shift from reactive support to proactive, automated, outcome-based delivery. Managed Services underpins the business's recurring revenue, so you'll also be central to protecting and growing that base — working closely with Sales, TAMs, and BDMs on account health, cross-sell, and up-sell.
What You'll Do
Own service desk operations end-to-end — reactive and proactive support, SLA compliance (>90%), workload and staffing.
Drive continuous improvement and automation of service delivery, maturing the practice from reactive to predictive.
Own CSAT performance (>90%) and the customer reporting that supports it.
Partner with Sales and Technical Account Managers so services are properly scoped, priced, and set up for realistic customer expectations.
Lead, mentor, and develop the team, building a strong service culture.
Report on and manage against growth targets and budgets for the Managed Services portfolio.
What You'll Bring
Proven leadership of a Managed Services / MSP function, with real commercial and financial accountability.
Strong technical credibility across the MSP stack, with the ability to translate technical detail for non-technical audiences.
A track record driving process improvement and automation in a service delivery environment.
Excellent stakeholder management — comfortable operating across Sales, technical account teams, and senior leadership.
How to Apply
This search is being run confidentially through Bluebird Recruitment. Apply below or reach out directly for a confidential conversation — client details will be shared with shortlisted candidates.