Global Service Delivery Lead — AI-Driven MSP

First Focus IT; Sydney; Remote; AUD 72.000 - 120.000; Vollzeit

Benefits dieser Stelle

Tesla company car option

Flexible working for work-life balance

Study days (10 per year)

Learning library access

Coaching and mentoring

Zusammenfassung

First Focus IT is seeking a high-performing Service Delivery Lead to manage a national pod (12–15 people) with a Philippines-based team. You’ll own the operational heartbeat of a portfolio of primarily support-focused clients, delivering measurable outcomes without micromanagement.

You'll guide escalation management, SLAs, and continuous improvement, pairing commercial acumen with AI and automation to drive efficiency and client satisfaction across multi-location delivery.

Qualifikationen

• Proven Service Delivery leadership within an MSP, MSSP or IT integrator
• Strong commercial acumen and confident stakeholder management
• Deep understanding of ITIL-based service delivery
• Experience leading multi-location or offshore teams
• Proactive, accountable, solutions-focused mindset
• Genuine interest in AI and automation to solve operational challenges

Aufgaben

• 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 and collaborate with Dispatch, Projects, Engineering and Client Services
• Drive continuous improvement using AI and automation to eliminate recurring issues and lift efficiency and quality
• Ensure support agreements are met, measured and continually improved
• There will be meetings, but they’ll have a purpose.

Kenntnisse

Service delivery leadership

Commercial acumen

ITIL knowledge

Offshore team leadership

AI and automation mindset

Jobbeschreibung

First Focus IT is seeking a high-performing Service Delivery Lead to manage a national pod (12–15 people) with a Philippines-based team. You’ll own the operational heartbeat of a portfolio of primarily support-focused clients, delivering measurable outcomes without micromanagement.

You'll guide escalation management, SLAs, and continuous improvement, pairing commercial acumen with AI and automation to drive efficiency and client satisfaction across multi-location delivery.