Service Delivery Lead

About the role

First Focus, an Australian mid-market Managed Service Provider, is looking for a Service Delivery Lead to manage one of its national pods of around 12 to 15 support professionals, largely within its Philippines-based team. The role owns the operational performance of a portfolio of clients, mainly support-focused, with some crossover into other parts of the business. It suits someone who likes accountability, autonomy and not being micromanaged.

Key responsibilities

• Lead a pod of support professionals and own their performance, alignment and growth
• Take accountability for SLAs, client satisfaction, escalations and overall operational excellence
• Act as the primary operational escalation point for clients and work closely with Dispatch, Projects, Engineering and Client Services
• Drive continuous improvement, using AI and automation to eliminate recurring issues and raise efficiency and quality
• Ensure support agreements are met, measured and continually improved

Required profile

• Proven Service Delivery leadership experience within an MSP, MSSP or IT integrator
• Strong commercial acumen and confidence managing senior stakeholders
• Experience leading multi-location or offshore teams
• A proactive, accountable, solutions-focused mindset
• Genuine interest in AI and automation as tools to solve operational challenges

Required skills

• Deep understanding of ITIL-based service delivery
• Ability to speak to C-level executives and frontline staff and make them feel heard

What we offer

• Salary of AUD 80,000 to 120,000 plus superannuation and other benefits
• Hybrid workplace
• Access to Uprise, including 1:1 coaching with psychologists or counsellors
• Flexible working
• 10 paid study days per year, exam fees paid and pay rises for certifications
• Weekly internal training, a learning library and a FastTrack mentoring program
• MAD Council participation and regular social events
• Tesla company car option (conditions apply)