Head Of Service Delivery

Ready to lead, scale, and evolve IT service delivery in a growing, values-led business?This is your opportunity to take full ownership of the frontline IT function, delivering operational excellence while building smarter, more scalable support models for a highly regarded Australian organisation.
You'll lead a hybrid IT support team (four direct reports) covering walk-up support at head office, two long-tenured offshore service desk engineers, and field-based site setup specialists.
Your remit spans urgent troubleshooting, high-priority incident management, and ensuring consistent, high-quality support across head office, remote users, and operational sites.
It's a hands-on leadership role, balancing day-to-day problem solving with process improvement.
You'll uplift ITIL processes (incident, change, problem), strengthen governance, and introduce automation to reduce manual effort.
You'll also own the end-user experience across laptops, mobile devices, AV, meeting room tech, and modern workplace tooling, working closely with infrastructure colleagues to ensure usability and adoption.
As the organisation takes on larger, more complex projects, your work will be critical in keeping IT support ahead of demand - delivering fast onboarding, seamless site readiness, and reliable tools for every user.
You'll be joining a business that values its people, with a 94% employee engagement score, a family-first mindset, and recognition as a finalist in the 2025 Best Place to Work Awards.
Benefits include hybrid flexibility (1 day WFH), wellness programs, five extra leave days, and a culture that encourages growth, curiosity, and balance.
What you'll shape and deliver
• Lead and evolve all frontline IT service delivery functions: service desk, desktop support, modern workplace, and site establishment.
• Act as Incident, Change, and Problem Manager, uplifting ITIL maturity and governance.
• Streamline laptop provisioning, onboarding/offboarding, and site setup standards.
• Own end-user hardware and modern workplace tooling, ensuring usability and adoption.
• Build a resilient, high-performing, customer-focused team culture.
What you'll bring We're open to varied backgrounds, but you'll share a passion for delivering great user experiences, combining hands-on problem solving with process improvement, and leading a team that's well-regarded across the business.
You might be:
• A seasoned Service Delivery, IT Services, or Modern Workplace Manager ready to take on full ownership of the function.
• An MSP services leader seeking to move in-house to deliver and own outcomes directly.
• A leader from a highly customer-facing IT role (even retail tech support management) ready to step into a broader remit.
You'll also have:
• 3+ years in IT service delivery or support leadership, with strong stakeholder engagement skills and experience leading a geographically dispersed team.
• Working knowledge of ITIL (incident, change, problem), ideally certified, and the ability to uplift ITSM maturity.
• A people-first approach: calm under pressure, resilient, and skilled at turning a frustrated user into a satisfied one.
• A track record of process improvement, automation, and enhancing service consistency; and a
• Willingness to roll up your sleeves, visit sites, and stay connected to day-to-day operations while shaping the function's future.
About the company A long-established, well-respected Australian organisation delivering high-value projects across diverse sectors.
Known for its strong capability and people-first culture, the business is growing rapidly and this role is key to enabling that success.
Next steps If your CV isn't quite ready, that's fine - send what you have or contact Steven Fulop at xceltium on 0418 994 446.
Every application will receive a prompt response.
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