Global MSP Service Delivery Lead — AI-Driven Ops

First Focus; Sydney; Vor Ort; AUD 108.000 - 132.000; Vollzeit

Benefits dieser Stelle

Tesla car option

Flexible working

10 paid study days

Zusammenfassung

First Focus is seeking a high-performing Service Delivery Lead to manage a national pod of 12–15 professionals, largely within our Philippines-based team. You will own the operational heartbeat of a portfolio of clients, focusing on support delivery, SLA adherence and escalation management.

You will lead multi-location and offshore teams, drive continuous improvement with AI and automation, and ensure consistent service quality with calm, commercial leadership.

Qualifikationen

• Demonstrated Service Delivery leadership within MSP/MSSP or IT integrator environments.
• Strong ability to manage senior stakeholders and drive client satisfaction.
• Deep understanding of ITIL-based service delivery and operational excellence.

Aufgaben

• Lead a pod of support professionals and own performance and growth.
• Own SLAs, client satisfaction, escalations, and operational excellence.
• Act as primary operational escalation point and collaborate with Dispatch, Projects, Engineering and Client Services.
• Drive continuous improvement using AI and automation to reduce recurring issues.
• Ensure support agreements are met and continually improved.

Kenntnisse

Service Delivery Leadership

Stakeholder Management

ITIL Knowledge

Cross-border Leadership

AI & Automation Interest

Jobbeschreibung

First Focus is seeking a high-performing Service Delivery Lead to manage a national pod of 12–15 professionals, largely within our Philippines-based team. You will own the operational heartbeat of a portfolio of clients, focusing on support delivery, SLA adherence and escalation management.

You will lead multi-location and offshore teams, drive continuous improvement with AI and automation, and ensure consistent service quality with calm, commercial leadership.