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

Job Details

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Salary

130,000.00 - 900,000.00 Year

Location

Description

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!

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