Leap Consulting is a Perth-based MSP that runs on clear structure, honest feedback, and a team that holds each other to a standard.
We are looking for a Service Delivery Manager who wants exactly that environment.
THE ROLE
This role sits on the Leap leadership team. You have direct reports, clear KPIs, and a direct line to the Managing Director.
You own the delivery layer of the business.
That means the right work is getting done, by the right people, at the right time. Nothing falls through the cracks, and when something needs to change, clients know exactly who to call.
The role includes a performance incentive tied directly to outcomes. If you hit the numbers, you share in the result.
WHAT YOU WILL BE MEASURED ON
* CSAT (last 30 days): 90%+
* Engineer utilisation: 80% of a 38-hour week
* Aged tickets: nothing beyond 5 business days without meaningful progress
* Client compliance: all active clients reviewed, secured, and documented in IT Glue
WHAT THE JOB LOOKS LIKE
You run the weekly team meeting, hold structured one-on-ones, review timesheets weekly, and stay across the board daily.
You govern the toolstack, NinjaRMM, HaloPSA, IT Glue, ImmyBot, ConnectSecure, SentinelOne, Datto, and ensure compliance is handled consistently, without prompting.
The engineering happens around you.
The delivery happens because of you.
WHO THIS IS FOR
You have led technical people before and care more about the team hitting its numbers than closing the hardest ticket yourself.
You have built systems that kept working after you stepped away.
You are someone who spots what needs to be done early and gets moving without needing to be directed.
You are technically credible enough to earn your team's respect and make the right call when something goes wrong, your instinct is to run the delivery engine, not sit inside it.
You are comfortable with accountability, yours and others, and you are open and direct in your conversations when it matters.
BASELINE REQUIREMENTS
* Solid MSP experience
* Proven experience leading engineers or technical teams, including performance and accountability
* Strong grasp of service delivery fundamentals, SLA management, ticket flow, escalation handling, and backlog control
* Experience owning KPIs such as utilisation, CSAT, and SLA performance
If you read this and think \"that's me,\" you are likely in the right range.
ABOUT LEAP
We take the work seriously, but not ourselves.
You will be part of a team that backs each other, takes pride in doing things properly, and holds a high standard without the politics.
We support growth with real investment, including a monthly study day and certification support. The setup is flexible, with hybrid work, a well-equipped office in Subiaco, and the kind of environment people actually enjoy being in.
We recognise good work, celebrate wins, and build a team people want to stay in.
TO APPLY
If it looks like a fit, apply. We will be in touch to arrange a conversation.
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