Head of Managed Application Services

2 weeks ago

Sydney, Australia Brennan IT Full time

**Why work for Brennan?**

***
At Brennan IT, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bring new ideas to the table and see them thrive. Our people are empowered, unique, considerate, supportive, trusting and accepting being the cornerstone of the business.

Brennan IT offers an excellent remuneration package and benefits including:

- An awesome team of people to work with
- Access to the latest technology
- Tailored Career development plans
- High levels of reward and recognition for overachieving
- WFH Flexibility - hybrid work environment
- The ability to do what you love, in an environment that supports YOU
- A focus on health and well-being - social club, sporting teams, discounted technology purchases, health checks and more

**Your role**:
***
The purpose of this role is to build and maintain the Managed Apps Support Practice within the Managed Services (MSP) division of Brennan, and to ensure the team is efficient, meets all its objectives, and drives high levels of customer satisfaction. This position is part of the MSP Senior Leadership Team, and as such will contribute to the strategy, profitability, growth and overall management of MSP.

**Key Responsibilities**:

- Ensuring the team has the appropriate skill sets, capacity, and capability to service the existing contracts, and that planning is in place for contract growth.
- Building and maintaining an engaged team with a positive culture as demonstrated via OfficeVibe.
- Working with the account management team to ensure contract churn is kept to a minimum and meets or exceeds the company targets.
- Working with the broader Digital project team to allow members of the team to participate in project work to increase their skills and understanding of the customers.
- Establishing and maintaining appropriate commercial models
- Developing a strategy to mature the capability and effectiveness, creating an annual business plan, quarterly objectives, and team KPI’s
- Continually driving opportunities to improve efficiency using levers such as standardisation, automation, labour arbitrage and removal of issues via root cause analysis.
- Ensuring all contract deliverables are met, including all SLA’s.
- Increasing customer satisfaction levels as measured by our NPS surveys

**To achieve success, this role requires the follow Competencies and Experience**:

- At least 5 years' experience in delivering Managed Application Support (MAS) services for medium or large organisations, preferably an MSP, preferably with an offshore component
- Demonstrated experience in the development and improvement of managed services processes.
- Demonstrated experience in P&L management
- Demonstrated knowledge and experience of managing team utilisation
- A working knowledge of ITIL Service Management principles and practices.
- A working knowledge of Agile project management principles and practices
- Strong written and verbal communication skills

**Note**:As part of our hiring process, you will be required to undertake a Technical Assessment and National Criminal History Check.

Brennan IT is an equal opportunity employer.

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