Global MSP Service Delivery Lead - AI-Driven Ops & Growth

First Focus; Sydney; On-site; AUD 108,000 - 132,000; Full time

Benefits offered by this job

Competitive salary up to $120k

Coaching / psychologists access

Flexible working

Paid study days

Internal training

Mentoring program

MAD Council

Tesla car option

Team culture events

Job summary

First Focus is seeking a high-performing Service Delivery Lead to manage a national pod of 12-15 team members, predominantly Philippines-based, with responsibility for SLAs and client satisfaction.

You'll guide cross-border collaboration, drive continuous improvement using AI and automation, and partner with Dispatch, Projects, Engineering and Client Services to deliver outcomes. This role emphasizes accountability, autonomy and practical, business-focused delivery.

Qualifications

• Proven Service Delivery leadership within MSP/MSSP or IT integrator.
• Strong commercial acumen and ability to manage senior stakeholders.
• Deep understanding of ITIL-based service delivery.

Responsibilities

• Lead a pod of support professionals and own their performance and growth.
• Accountability for 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 and lift efficiency.
• Ensure service delivery agreements are met and continually improved.

Skills

Service Delivery

MSP experience

ITIL knowledge

Offshore teams

Stakeholder management

AI & automation

Values alignment

Job description

First Focus is seeking a high-performing Service Delivery Lead to manage a national pod of 12-15 team members, predominantly Philippines-based, with responsibility for SLAs and client satisfaction.

You'll guide cross-border collaboration, drive continuous improvement using AI and automation, and partner with Dispatch, Projects, Engineering and Client Services to deliver outcomes. This role emphasizes accountability, autonomy and practical, business-focused delivery.