Technical Services Director in Melbourne at Logicalis

Job Description

The role

The Director of Technical Services is a pivotal leadership role responsible for driving the delivery and evolution of the company’s consulting, project management, implementation, support, and managed services offerings. This highly energetic and results-focused leader will drive revenue and profitability growth, particularly in recurring revenue streams such as managed security services. The ideal candidate will be customer-centric, a change agent, and adept at fostering innovation and collaboration across multicultural, geographically dispersed teams. This role will also focus on modernizing the company’s solution and service offerings, optimizing costs through offshore delivery centers, and ensuring exceptional customer satisfaction. Key performance measures include revenue and profitability growth, customer satisfaction (NPS), and the certification level of technical teams.

What will you be doing?

Strategic Leadership

• Develop and execute strategies to accelerate revenue and profitability growth across all service offerings, with a strong focus on recurring revenue and managed security services.

• Lead the modernisation of technical solutions and service delivery processes to align with customer demands and market opportunities.

• Foster a culture of innovation, agility, and continuous improvement.

Operational Excellence

• Oversee the delivery of consulting, project management, implementation, support, and managed services to ensure projects are delivered on time, within budget, and to high-quality standards.

• Optimize operational costs and profitability by leveraging offshore service delivery centers while maintaining superior customer service and satisfaction.

• Establish, track, and report on key performance metrics, including service revenue, profitability, NPS, and engineer certifications.

Customer-Centric Leadership

• Build and maintain trusted relationships with key customers to ensure high satisfaction and long-term partnerships.

• Act as the primary escalation point for complex technical issues, ensuring swift and satisfactory resolution.

• Drive initiatives to enhance the customer experience and improve Net Promoter Scores (NPS).

Team Collaboration and Change Management

• Drive closer collaboration and synergy across Consulting, Implementation, Support, and Managed Services teams to deliver a seamless customer experience.

• Lead, mentor, and inspire multicultural and geographically dispersed teams to embrace change and achieve common goals.

• Develop and implement strategies to upskill technical teams, ensuring certifications and expertise are aligned with evolving technologies and partner requirements.

Partner and Stakeholder Engagement

• Strengthen strategic relationships with Cisco and Microsoft to enhance solution offerings and co-create customer value.

• Collaborate with sales and account management teams to drive pre-sales activities, including solution design and customer proposals.

Innovation and Agility

• Introduce and implement agile methodologies and innovative technologies to enhance service delivery and accelerate time-to-market for new solutions.

• Stay ahead of industry trends and ensure the company remains a preferred digital transformation partner for its customers.

Who will you be?

Education and Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field (Master’s degree preferred).

• 10+ years of experience in technical services leadership roles within the ICT industry.

• Demonstrated success in driving revenue and profitability growth, particularly in recurring revenue streams such as managed security services. • Proven experience working with global teams and multicultural environments.

Skills and Competencies

• Exceptional leadership and change management skills, with the ability to influence and inspire diverse teams.

• Strong expertise in modernizing ICT solutions, particularly in areas like Cybersecurity, Hybrid Cloud, and Network Transformation.

• Customer-centric mindset with a proven ability to build trusted relationships and achieve high NPS scores.

• Excellent operational and financial management skills, with a track record of optimizing costs and driving profitability.

• Strong communication, interpersonal, and stakeholder management skills.

Certifications (Preferred)

• Vendor certifications from Cisco and Microsoft.

• ITIL, PMP, Agile, or equivalent certifications.

Key Performance Indicators (KPIs)

1.Revenue and Profitability Growth: Across all services, particularly for recurring revenue businesses like managed security services.
2.Customer Satisfaction: Measured by Net Promoter Scores (NPS) and customer feedback.
3.Engineer Certifications: Achievement of certification goals for technical teams to maintain partner and industry requirements.

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Benefits

Our promise to our employees – Belong Grow and Thrive is our commitment to creating an environment that is inclusive to all, supports your professional and personal development and offers an environment where you can do life and work the way it works for you.
 
Here is how our benefits help you

• Equal Paid Parental Leave to all primary and secondary carers.

• Flexible and Focus Ways of Working that means structuring the way you work that works best for you and being the partner of choice for our customers, people and the planet.  

• Diversity Equity and Inclusion Commitment which puts Inclusion as a strategic priority for Logicalis Australia – investment across Employee Resource groups, DEI Training and Mentoring that supports a workplace with a culture of accountability and zero tolerance for un-inclusive behaviours.

• Investment in your Leadership and career through our Grow program. Logicalis Australia is definitely a place where we see our people as the most valued Architects of Change. Our people have moved from Help-desk to Cloud-Engineering, from Sales to Management, from Operations to Senior Leadership. People here can have an idea, make a plan, and see it through. You can enjoy genuinely impacting change and controlling you own professional success.

About us

At Logicalis Australia, we're not just changing the game—we're driving the future of technology.

As the Architects of Change™, our mission is clear: to become the leading technology services provider and employer in the Asia-Pacific (APAC) region.

By combining our expertise and resources, we are positioning ourselves as a tech powerhouse, ready to capture growth opportunities across APAC and deliver exceptional service to our customers.

You'll be part of a dynamic team of 7,000+ innovators, collaborating across 30 territories with over 10,000 clients from diverse industries. Every project presents a unique opportunity to make a tangible impact, empowering businesses to thrive in today’s fast-paced tech landscape. With services that drive transformation and scalability—such as cloud, connectivity, collaboration, and security—you’ll help optimise operations and enable teams to reach new heights. As a global leader, our managed services provide real-time insights into clients’ digital ecosystems, 24/7.

Join us on this exciting journey, and let’s shape the future of technology together!