Head of MSP

RESTRICTED

POSITION DESCRIPTION

TITLE: Head of Managed Services DEPARTMENT Services

LOCATION Sydney/National REPORTS TO Chief Services Officer

STATUS Full Time/Permanent DIRECT/INDIRECT REPORTS 5 / 30

About ASI Solutions

Technology is at its most powerful with the right people behind it.

Since 1985, ASI Solutions has been empowering a variety of businesses, across the public and private

sector, by integrating IT solutions in a way that is meaningful and transformative to their business.

At ASI Solutions, our goal is to ensure our customers are maximising on their technology investment, to find

the right IT solutions that streamline processes and transform capabilities and pride ourselves in having the

best team in the industry to do so.

We specialise in all areas of IT, from hardware and software procurement to complete managed services.

Since day one, our relationships with well-known brands and valued customers have been the driver of our

success. Our legacy, spanning over three decades, demonstrates why we are trusted, and our consultative

approach and technical expertise mean we are not only meeting today’s challenges, but preparing our clients

for the future.

Purpose of Role

The Head of Managed Services owns the commercial and operational performance of ASI's managed

services portfolio. The remit of Managed Services at ASI includes supporting customers who require full IT

Management, including infrastructure and end user support. This role oversees both the operational delivery

of Managed Services as well as overall service management including customer reporting, service

performance, SLA compliance, financial oversite, service improvement (automation and process) and

ensuring that the service governance structures are complied with.

The role combines a focus on operational excellence and continued growth. Managed services underpins

ASI's recurring revenue base, so success is measured on protecting and expanding that base — hitting SLA

and service quality targets that reduce churn, and generating the account health data and reporting that let

Sales, TAMs, and BDMs cross-sell and up-sell with confidence. A proactive and automated approach to

service delivery is critical, so a core part of the mandate is maturing ASI's tooling, automation, and reporting

to shift the practice from reactive support toward predictive, outcome-based delivery.

Result Areas Activities Measures

Service Operations • Oversee service desk operations

including reactive and proactive

support

• Drive continuous improvement of

Managed service processes and

operations

• Oversight of customer

communications related to Managed

• Accurate and consistent delivery

of Managed services

• Accurate triage, dispatch and

delivery of Managed service

delivery agreed SLAs, both

remote and onsite where

required:

o SLA Compliance > 90%RESTRICTED

service delivery from service request

through to sign off and closure

• Manage workloads and staffing levels

for Managed Service functions

• Quality management processes

development and oversite for all

Managed services

• Continuous improvement

initiatives implemented and

documented.

Technical Expertise &

Advisory

• Work with Service Leadership to

continuously monitor client needs

and develop new or modified

services

• Provide expert guidance to internal

and external stakeholders on

Managed services and technical

requirements, with a strong ability to

translate technical information for

non-technical audiences

• Work closely with other service

managers to ensure customer

expectations are met and exceeded.

• Monitor CSAT metrics, driving:

o High scores through exceptional

service

o Healthy response rates through

customer promotion and

awareness

• Maintain oversite of active onsite and

field related service delivery and

change management requirements.

Documentation

• Work closely with Sales teams to

ensure services are properly scoped

and priced, and the customer

expectations are realistically set

• CSAT > 90%

Business Development • Documented measurement of

progress against growth targets,

goals and budgets.

• Maximise opportunities through

customer and vendor engagement.

• Focus on high quality delivery on

time and to budget.

• Regular communication both

written and verbal with key

stakeholders.

Leadership & Personal

Development

• Foster a strong team culture,

embrace ASI values and drive a

commitment through these to

achieve the vision of being

recognised as a trusted and

innovative solutions provider of

choice.

• Support, develop and mentor

colleagues to ensure business and

operational plans and goals are

achieved, objectives are

communicated and implemented

effectively.

• Strong team culture.

• Clear communication across ASI.

• Constructive relationships with all

departments and teams.RESTRICTED

• Assess individual performance and

development and find ways of

improving

Compliance • Understand relevant policy and

processes to ensure individual and

company compliance.

• Perform duties in compliance with

ASI’s Quality Management System, in

alignment with ISO 9001 standards.

• Adherence to ISO9001:2015 and

ISO27001 practices.

• 100% policy compliance,

including:

o Acknowledgement of

Company Policies

o Adherence to Company

Policies

• Compliance with relevant

security frameworks and

standards.

Job Responsibilities

You will build and foster a culture of service excellence and governance to help promote ASI’s brand of

being an organisation that is focused on customer satisfaction and outcomes. The intent is to embed service

delivery methodologies and governance that enhances our customer service experiences, leading to future

pipelines of work from both existing and new customers.

As a key contributor to our team your responsibilities will include:

• Leadership of the Managed Services delivery team, including Service Desk, NOC, Service Delivery

Management, Coordination, and Technical Account Management.

• Deliver on agreed metrics for ASI Solutions Group managed services.

• Promote a culture of service excellence throughout the ASI Solutions Group.

• Develop reporting frameworks and processes that deliver improvement in service quality and

customer satisfaction.

• Develop processes that streamline and enhance customer experience.

• Work closely with other Service teams and Sales teams to develop a service culture.

• Implement a continuous service improvement program of work, including ongoing staff development

• Develop meaningful internal and external customer facing reports.

• Management and usage development of a suite of service applications that enhance service-based

outcomes.

• Provide regular commercial oversite to ensure efficient and profitable service delivery.

Key Communications

Internal External

• Directors

• Heads of Department

• Line managers

• Sales

• Marketing

• Operations

• IT/Internal Systems

• Customers

• Vendors

• Contractors

• Service AgentsRESTRICTED

Key Performance Indicators

Implementation of Service Management metrics

and reporting.

Agreed and documented plans

Managed Services delivered within published SLA 90%

Implementation of monitoring services – based on

customer satisfaction ratings and uptake

Peer Review

Service Improvement Program implementation Published Plan and roadmap

90% of all accounts to be re-contracted where

renewals are required based on contractual

signatures

90%

Contribution to Services Revenue Growth 10%

Customer Satisfaction Score 90%

Skills, Attributes & Experience

Essential Criteria

• 5+ years’ experience in managing a team in a service delivery role

• Experience in line management of multi-disciplinary teams.

• Working knowledge of service management and technology landscapes.

• Demonstrated experience in process review alignment and process design

• Excellent written and verbal communication.

• Results oriented leader, experienced cultivating productive working relationships with all

stakeholders, driving high standards of quality and output.

• Ability to manage and influence multiple internal and external stakeholders including customers and

vendors.

• The ability to self-motivate and motivate a team.

• Experience in both developing and implementing strategic visions.

• Experience in producing meaningful reports from diverse data sets.

• Experience delivering detailed reports both written and verbal.

• Experience creating and implementing process improvements.

Desirable Criteria

• Proven experience in implementing and managing a suite of IT solutions

• Proven experience in developing reports and analysis of data

• Customer focused professional dedicated to service excellence and customer outcomes

• Strong vendor management experience

• A capable leader who is approachable with excellent people management skills combined with the

ability to influence peers along with outstanding work ethic and commitment to customer service

• A professional, confident and self-assured person with the ability to demonstrate flexibility and apply

learnings to improve service success.

• A team player who is action-focused and result-oriented, who quickly comes up to speed on

• agreed outcome(s).

• An individual that enjoys working with data and making evidence-based decisions.

• Detailed understanding of Service Management techniques and methodologies.

• 5+ years with an IT vendor delivering Services or a similar role.

Conditions of Employment

• Required to follow employment policies and procedures outlined in the employee handbook and

amendments and to promote the values of ASI Solutions in all day-to-day work activities and terms

and conditions of the employment contract.RESTRICTED

Work Environment

• Shared office.

• Customer sites when needed.

WHS (Work Health and Safety) Responsibilities

• Required to co-operate fully with safety instructions and WHS policies.

• ASI will ensure the health, safety and welfare of employees and contractors

Prepared By / Date Approved By / Date