Overview Our IT services, specialising in MSP, MSSP, and project implementation, is expanding rapidly. We need a Business Systems & Automation Manager to oversee our operations. As an organisation with 50% internal growth over the last 12 months, we're looking to continue our growth trajectory and improve ongoing services and systems throughout. This is a newly created role responsible for ensuring our platforms, workflows, and data are accurate, efficient, and scalable. The successful candidate will both design and implement system and process improvements, with a strong focus on operational efficiency, billing accuracy, and automation. This is not a support, project, or people management role. It is a builder-owner position where you will be deeply involved in the configuration, clean-up, and hands-on optimisation, while being accountable for long-term outcomes. Key Responsibilities Own and optimise ConnectWise Manage workflows, SLAs, billing rules, and integrations Build and deploy automations to reduce manual effort and boost technician productivity Develop dashboards and reports translating SLA, utilisation, and profitability data into insights Document and standardise processes, driving compliance and best practice adoption Audit billing, minimise leakage, and identify revenue and efficiency opportunities Lead ConnectWise stabilisation then transition to ongoing optimisation and governance Collaborate across Service Delivery, Finance, and Technical teams Deliver measurable ITSM improvements across Incident, Problem, and Change Management Key Skills 5 years MSP business systems or PSA/RMM administration Advanced ConnectWise Manage workflows, billing, automation Track record of system transformation with measurable outcomes Reporting, integrations, and data-driven insights Detail-oriented, self-directed, process-driven Bridges technical and non-technical stakeholders What Success Looks Like Months 1 - 6: Stabilised ConnectWise, clean data, improved billing accuracy Ongoing: Measurable gains in efficiency, profitability, reporting adoption, and scalability Role evolves from fixing deficiencies to continuously optimising how the business runs What We Offer Competitive salary with performance incentives High-impact role in a fast-growing specialist MSP Flexible/hybrid/remote working arrangements Professional development in PSA, automation, and process excellence Apply Today Please send your resume by clicking on the apply button. Reference Number: 06810-0013424165 - PJ This is a hybrid position. By clicking 'apply', you give your express consent that Robert Half may use your personal information to process your job application and to contact you from time to time for future employment opportunities. For further information on how Robert Half processes your personal information and how to access and correct your information, please read the Robert Half privacy notice: https://www.roberthalf.com/au/en/privacy. Please do not submit any sensitive personal data to us in your resume (such as government ID numbers, ethnicity, gender, religion, marital status or trade union membership) as we do not collect your sensitive personal data at this time.
