Head of Managed Services

Position Overview

Kaliba is seeking a Head of Managed Services to lead an established Managed Services Provider (MSP) in Melbourne. This leadership role offers full ownership of the MSP business unit, including profit and loss responsibility, reporting directly to the CEO, and playing a critical role in shaping the company's growth trajectory and strategic direction.

Key Responsibilities

• Guiding and mentoring a team comprising Service Desk and Infrastructure Engineers at levels L1 through L3.
• Managing the entire Managed Services division’s P&L, revenue streams, profitability, and resource utilization.
• Driving operational excellence across service delivery, project execution, and enhancing customer experience.
• Building and sustaining trusted relationships with major clients, serving as the principal escalation contact.
• Implementing improved processes, embracing automation and AI technologies to boost efficiency and elevate service quality.
• Working collaboratively with the CEO to influence business strategy and foster future expansion.
• Ensuring timely, budget-compliant, and quality-focused delivery of projects.

Required Experience and Skills

• Background as General Manager, Operations Manager, Service Delivery Manager, Head of Managed Services, or Service Desk Manager with broader commercial responsibilities in an MSP context.
• Demonstrated leadership experience managing technical teams and delivering customer-focused outcomes.
• Strong commercial insight with hands-on experience in P&L management, utilization metrics, and recurring revenue models.
• Technical proficiency in Microsoft 365, Azure, Windows Server, networking, backup, disaster recovery, and security solutions.
• Expertise in enhancing operational workflows and deploying process automation.
• Modern leadership approach combined with genuine enthusiasm for AI and technological innovation.
• Superior stakeholder engagement skills and client interaction capabilities.

Benefits and Work Environment

• Senior leadership role with direct access to executive management including the CEO.
• Full ownership of a thriving Managed Services division.
• Opportunity to contribute significantly to the company’s strategic planning and future growth.
• Hybrid work arrangement based in Melbourne.
• Competitive salary package including performance-based incentives.
• Established and stable company with a strong market reputation and loyal customer base.