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?

** This role requires proven MSP/MSSP experience and a strong track record of building and optimising PSA platforms, developing scalable runbooks across multiple service lines, and creating structured service delivery frameworks from the ground up. Ideal candidates will have experience managing resources across multiple technical teams, driving service delivery at a granular operational level, and building repeatable systems that improve efficiency, governance, accountability and service excellence.

• Up to $180k Base + Bonus Negotiable!
• Melbourne
• Work From Home!
• 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:

• Own and drive prioritisation across all service work, including BAU, projects, incidents and escalations
• Accountable for service delivery execution, outcomes, scheduling and resource allocation
• Own customer escalations end-to-end and direct daily delivery across technical teams
• Maintain visibility of all active work, risks, capacity and delivery performance
• Monitor demand vs capacity and proactively rebalance workloads
  Enforce SLA adherence, delivery standards, operational processes and governance 
• Produce operational reporting covering delivery, SLAs, risks, capacity and performance
• Design, optimise and govern service delivery operating models within the PSA platform
• Standardise service offerings into structured workflows, automation, runbooks, reporting and quality controls
• Build scalable, repeatable and auditable delivery systems that improve efficiency, consistency and margin
• Align service delivery frameworks to service tiers & commercial models 
• Ensure all services are delivered in line with ISO27001, Essential Eight and security governance standards

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
• Work From Home!
• 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!