Global Service Delivery Lead — AI-Driven & Flexible

First Focus IT; Perth; On-site; AUD 72,000 - 120,000; Full time

Benefits offered by this job

Tesla company car option

Flexible working arrangement

10 paid study days per year

Weekly internal training

Job summary

First Focus IT is seeking a high-performing Service Delivery Lead to manage a national pod (12–15 staff) largely within our Philippines-based team. You’ll own the operational heartbeat of a client portfolio, focused on support with cross-functional collaboration.

You’ll drive accountability, autonomy, and practical AI/automation integration for measurable outcomes. You’ll lead a cross-border team, influence engineers and support techs, and be trusted to run your portfolio without

Qualifications

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

Responsibilities

• Lead a cross-border pod of 12–15 support professionals.
• Own SLAs, client satisfaction, escalations and operational excellence.
• Act as primary operational escalation point 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.

Skills

Service Delivery leadership

Stakeholder management

ITIL knowledge

Offshore/multi-location teams

AI and automation mindset

Tools

ITIL framework

Job description

First Focus IT is seeking a high-performing Service Delivery Lead to manage a national pod (12–15 staff) largely within our Philippines-based team. You’ll own the operational heartbeat of a client portfolio, focused on support with cross-functional collaboration.

You’ll drive accountability, autonomy, and practical AI/automation integration for measurable outcomes. You’ll lead a cross-border team, influence engineers and support techs, and be trusted to run your portfolio without