Service Delivery Lead - MSP/MSSP - Operations Control/Escalations/Coordination!

Saul Recruitment - Specialising in recruiting top MSP/Cloud talent across Oz & NZ!

Looking for a role where you can take ownership of operations, drive service delivery outcomes and become the key coordination point across a growing MSP/MSSP?

• $90k - $130k + Super
• Sydney | Hybrid WFH | High-Impact Leadership Role 

This is an opportunity to step into a business-critical position within a fast-moving MSP/MSSP environment. You’ll own operational flow across the business, manage escalations, coordinate priorities and ensure delivery teams stay aligned and accountable.

This role suits someone who thrives in structured environments, enjoys driving outcomes and knows how to keep technical teams moving under pressure.

Why This Role Stands Out:

• High ownership and visibility across the business
• Central role influencing service delivery operations
• Hybrid flexibility with Sydney-based team
• Fast-paced MSP/MSSP environment with varied workstreams
• Direct involvement in operational decision making
• Opportunity to shape processes and improve delivery standards

You’ll become the operational control point across BAU support, projects, incidents and escalations - ensuring the right work is prioritised at the right time.

What You’ll Be Doing:

• Owning scheduling and resource allocation across service lines
• Coordinating operational priorities across BAU, projects and escalations
• Managing customer escalations through to resolution
• Acting as the key coordination point between team leads
• Monitoring delivery capacity and workload distribution
• Driving SLA adherence and operational accountability
• Maintaining visibility across all active work
• Producing weekly operational and service delivery reporting
• Executing operational priorities and business directives quickly and effectively

What You’ll Bring:

• Experience working within an MSP or IT service delivery environment
• Strong escalation management capability
• Proven experience coordinating competing priorities and teams
• Highly organised and process-driven approach
• Direct communication style with strong follow-through
• Strong operational reporting and documentation skills
• Ability to stay calm and decisive under pressure
• Natural leadership and accountability mindset

What’s In It For You?

• Join a growing MSP/MSSP with strong momentum
• Play a key operational leadership role
• Work closely with senior management and technical leads
• Hybrid working flexibility
• Genuine influence across service delivery operations
• Stable long-term opportunity with career growth potential

This is a role where your ability to organise, prioritise and drive outcomes will be highly valued - and recognised.

Referral Bonus! Know someone suitable? Refer them and receive $2000 if they’re successfully placed!