Service Delivery Lead

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Lead with impact. Drive operational excellence. Elevate customer experience. Please read this before you apply We're a national managed services provider on a mission to deliver innovative IT solutions and exceptional service. As we continue to grow, we're looking for a Service Delivery Lead to champion our Service Desk operations, foster team development, and ensure seamless collaboration with our Project Delivery Team.

At Simple Biz, we pride ourselves on being Attentive, Trustworthy, and Excellent with Communication. We are also committed to 110% service, or as we call it, One10.

We are proud of our culture and are a team of like-minded individuals who help each other succeed. We have a great, fun work environment and are focused on developing our team to be the best versions of themselves.

Our head office in North Melbourne is fun & dynamic, with a train station and tram stop right on our doorstep.

About the RoleReporting to the General Manager, you'll lead a high-performing team of Service Desk analysts and technicians, ensuring timely resolution of customer issues and smooth project handovers. You'll be instrumental in driving continuous improvement, implementing ITIL-aligned processes, and enhancing customer satisfaction.

Key ResponsibilitiesTeam Leadership & Development : Mentor your team, conduct performance reviews, and build structured learning pathways in networking, security, and server management.

Operational Excellence : Oversee ticket triage and resolution, optimise workflows, and maintain a central knowledge base.

Project Collaboration : Coordinate with project teams for smooth transitions, resource allocation, and feedback loops.

Customer Experience : Act as an escalation point, monitor feedback, and contribute to strategic client planning.

Tooling & Reporting : Ensure effective use of AutoTask, generate performance reports, and support system integration.

Security & Compliance : Enforce best practices, manage third-party access, and support incident response planning.

KPIs You'll DriveSLA adherence & resolution times

Customer satisfaction scores

Compliance readiness

What You'll BringProven experience in IT support or Service Desk leadership

Strong grasp of ITIL and service management frameworks

Excellent communication and coaching skills

Technical proficiency in networking, security, and server environments

Experience with service desk tools and automation platforms

Analytical mindset and a passion for operational excellence

Why Join Us?Be part of a growing, forward-thinking MSP

Lead a team that values learning and collaboration

Influence strategic decisions and shape service delivery

Enjoy a supportive culture with leadership development opportunities

Requirements : Must have a Victorian or Australian equivalent Drivers Licence Must have a Police Check (We will provide this for successful applicants)

Must have a Working with Children Check (We will provide this for successful applicants)

ITIL v4 (Advantageous)

Must have unrestricted work rights in Australia (citizenship or permanent residency)

This role is a fantastic opportunity to develop your skills further whilst being in a fun and enjoyable team; competitive salary, paid certifications and training, the industry's best recognition program, and many other benefits are on offer!

If this sounds like the opportunity that you have been searching for, please do not delay - apply now to avoid disappointment!

Unlock job insightsSalary match Number of applicants Skills match

Your application will include the following questions :

How many years' experience do you have as a Service Delivery Lead? Which of the following statements best describes your right to work in Australia? Do you have a current Australian driver's licence? What's your expected annual base salary? What's your highest level of education? Do you have a current Police Check (National Police Certificate) for employment? How much notice are you required to give your current employer? To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.

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