THE POSITION

The Director of Managed and Support Services will play a pivotal role in Electrosonic transformation to a service-led organisation. This is a strategic and operational leadership role, responsible for delivering exceptional service experiences, driving customer satisfaction, and developing scalable services that deliver long-term value to clients.
You will lead and evolve our support services, field service operations, and managed services portfolio while collaborating cross-functionally with sales, project delivery, IT, and product development. This role is also responsible for developing the technology stack and processes needed to scale service delivery, in close partnership with the IT team.
This role reports to the Chief Executive Officer and leads a diverse team. As the senior leader, it is an opportunity for someone to build and drive a team focused on growth while maintaining a high level of execution and P&L success.

SERVICE DELIVERY & CUSTOMER EXPERIENCE

• Ensure consistent, high-quality delivery of managed and support services across all regions.
• Own and improve service performance metrics such as SLA compliance, uptime, issue resolution time, and client satisfaction.
• Develop a service culture focused on reliability, responsiveness, and continuous improvement.
• Work with leaders of other lines of business to develop consistent customer experience for our clients and partners.

WHAT YOU WILL BRING TO THE ROLE:

• Proven leadership experience in managed services, support services, or service delivery within a technology-driven business.
• Strong track record of improving customer experience, service operations, and scaling recurring service models.
• Demonstrated ability to lead change in a complex, multi-regional business environment.
• Strategic mindset with commercial acumen and hands-on operational capabilities.
• Experience developing and implementing service technologies and platforms (e.g., ITSM, CRM, RMM).
• Excellent communication, collaboration, and stakeholder management skills.
• Passion for continuous process refinement and improvement
• Ability to work with executive stake holders to drive change through a cross functional organisation
• Degree-level education or equivalent experience in a relevant field; advanced business or management training (e.g. MBA or equivalent) is an advantage.