Service Operations Coordinator (MSP)

Visits

1d•Hybrid

About The Position

Do you thrive on bringing structure to fast-paced service environments and helping teams focus on the work that matters most? We’re looking for a Service Operations Coordinator to take ownership of the day‑to-day operational flow across our managed services technical teams. If you enjoy organising complex workloads, balancing demand with available capacity and ensuring technical teams stay aligned with clear priorities — this role is for you! The Role You’ll own operational service delivery across our managed services customers. You’ll ensure that work is prioritised correctly, flows efficiently through service tiers and is delivered in line with agreed SLAs and customer expectations. You’ll be focused on prioritisation, incident coordination, scheduling and sequencing work across the technical team, ensuring BAU work moves predictably and efficiently. Your success is measured by SLA performance, reduced MTTR, and exceptional customer experience — not by ticket count or incident volume.

Requirements

Three to five years of proven experience in service delivery or operations management role in an MSP.
Comfortable making prioritisation decisions under pressure
Clear communicator with technical and customer‑facing teams
Strong grasp of tiered support models
Values structure, consistency, and sustainable operations
You must have a full driver’s licence
must be an Australian Citizen (or have ongoing work rights in Australia)
your employment is subject to completing a Criminal History Clearance Check.

Nice To Haves

A good understanding of the nature of IT work would be beneficial in properly prioritising and coordinating work.
A technical background is not essential.

Responsibilities

Managing daily priorities across all BAU managed services work
Overseeing who is working on what and adjusting priorities as conditions change
Maintaining rosters and schedules for L1 and L2 team members
Coordinating onsite work
Monitoring backlog health (age, volume, risk) and addressing blockages early
Coordinating incident response activities and ensuring clear ownership during service events
Controlling escalation so work reaches senior tiers only when appropriate
Running regular service reviews and providing clear operational insight to leadership
Liaising with other internal teams – Customer Success, Project Management and Finance

Benefits

competitive salaries
strong employee benefits
genuine opportunities for career growth
personalised training and professional development plan to support ongoing progression
breakfast, snacks and light lunches provided
café‑quality coffee machine
easy access to public transport
strong team culture with regular social events, including Friday night drinks
flexibility to work from home
Novated leasing, including FBT‑free electric vehicle options (where eligible)
IT equipment and home NBN at cost
Access to company cars
Optional involvement in charity and mental health fundraising initiatives