Global Pod Service Delivery Lead — Flexible, AI-Driven Ops

First Focus IT; Sydney; Hybrid; AUD 72,000 - 120,000; Full time

Benefits offered by this job

Salary up to $120k

Flexible working

Uprise access

1:1 coaching

Learning & growth

MAD Council participation

Neurodiversity friendly

Job summary

First Focus IT in Sydney seeks a high-performing Service Delivery Lead to manage a national pod of 12–15, largely within our Philippines-based team. You’ll own the operational heartbeat of a portfolio of clients, with accountability, autonomy, and practical AI/automation improvements.

You’ll influence engineers and support staff, lead SLAs and client satisfaction, and embed a no-micromanagement, outcomes-focused delivery culture across multi-location teams. Flexible work options available.

Qualifications

• Experience leading MSP/MSSP or IT integrator service delivery.
• Strong commercial acumen and stakeholder management.
• Understanding of ITIL-based service delivery and offshore teams.

Responsibilities

• Lead a pod of support professionals and own performance, alignment 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, measured and continually improved.
• Participate in purposeful meetings with clear outcomes.

Skills

Service Delivery leadership

ITIL

Offshore teams

Stakeholder management

AI & automation

Cross-border collaboration

Job description

First Focus IT in Sydney seeks a high-performing Service Delivery Lead to manage a national pod of 12–15, largely within our Philippines-based team. You’ll own the operational heartbeat of a portfolio of clients, with accountability, autonomy, and practical AI/automation improvements.

You’ll influence engineers and support staff, lead SLAs and client satisfaction, and embed a no-micromanagement, outcomes-focused delivery culture across multi-location teams. Flexible work options available.