Service Delivery Lead

First Focus IT P/L; Australia; On-site; AUD 108,000 - 132,000; Full time

Benefits offered by this job

Up to $120k salary + super

Uprise coaching (psychologists/counsel

Flexible working

10 paid study days per year

Certifications pay rises

Weekly internal training

MAD Council participation

Team social events

Neurodiversity-friendly policy

Job summary

First Focus IT is looking for a high-performing Service Delivery Lead to manage a national pod, primarily within a Philippines-based team. You will own the operational heartbeat of a portfolio of clients, focusing on support with cross-functional involvement to drive outcomes.

You’ll lead cross-border teams, influence engineers, and be trusted to run your portfolio without micromanagement, embedding AI and automation into service delivery to improve efficiency and quality.

Qualifications

• Proven Service Delivery leadership experience within an MSP, MSSP or IT integrator.
• Strong commercial acumen and confidence managing senior stakeholders.
• Deep understanding of ITIL-based service delivery.
• Experience leading multi-location or offshore teams.
• A proactive, accountable, solutions-focused mindset.

Responsibilities

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

Skills

Service Delivery Leadership

ITIL Knowledge

Offshore Teams Leadership

Stakeholder Management

AI & Automation Interest

Job description

So, you’re the kind of Service Delivery leader who actually delivers?

You know the type. Calm during escalations. Commercial without being cold. Operational without being robotic. You can speak to a CIO and a Level 1 tech in the same hour, and both walk away feeling heard.

We’re looking for a high-performing Service Delivery Lead to manage one of our national pods (around 12 to 15 legends), largely within our Philippines-based team. You’ll own the operational heartbeat of a portfolio of clients, primarily support-focused with some crossover into other areas of the business when things get interesting.

If you like accountability, autonomy, and not being micromanaged into oblivion, keep reading.

About First Focus

We are Australia’s best mid-market Managed Service Provider. Not our words, Cloudtango’s. Eight years running.

We now have 450+ people across Australia, New Zealand and the Philippines, and we are still growing. Steadily. Sustainably. Without drama.

We are informed, aligned, supportive, and we reward performance. That is not a poster on the wall. That is how we run the place.

You can read more about how we operate here: https://www.firstfocus.com.au/about-us/

Why this role is different

You’ll lead a genuine cross-border pod, not just “have exposure”

You’ll influence engineers and support techs, working with real SMB and mid-sized clients

You’ll be trusted to run your portfolio without micromanagement or reporting theatre

You’ll help embed AI and automation into service delivery in practical, outcome-focused ways

This role embodies Win Together and Be the Solution. We don’t throw problems over fences. We fix them properly.

What you’ll be doing

Leading a pod of support professionals and owning their performance, alignment and growth

Taking accountability for SLAs, client satisfaction, escalations and overall operational excellence

Acting as the primary operational escalation point for clients and collaborating closely with Dispatch, Projects, Engineering and Client Services

Driving continuous improvement, using AI and automation to eliminate recurring issues and lift efficiency and quality

Ensuring support agreements are met, measured and continually improved

Yes, there will be meetings. But they’ll have a purpose.

What we’re looking for

These are non-negotiables:

Proven Service Delivery leadership experience within an MSP, MSSP or IT integrator

Strong commercial acumen and confidence managing senior stakeholders

Deep understanding of ITIL-based service delivery

Experience leading multi-location or offshore teams

A proactive, accountable, solutions-focused mindset

A genuine interest in AI and automation as tools to solve operational challenges

Alignment with our values

If you’re brilliant but political, this won’t work. If you’re calm, commercial, curious, not to mention excited about improving how things work, we’ll get along very well.

What you’ll get

Competitive salary package including up to $120k + super + other benefits.

Free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counsellors.

Flexible working for work-life balance.

“Never Stop Growing”: 10 paid study days per year, exam fees paid, pay rises for certifications (conditions apply).

Weekly internal training and access to our learning library.

MAD Council participation, focused on equality, charity and environment.

Regular social events and a genuinely strong team culture.

First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.

Your application will include the following questions:

• How many years' experience do you have as a service delivery manager?
• Which of the following statements best describes your right to work in Australia?
• How many years of people management experience do you have?
• Do you have experience managing teams remotely?
• How many years' experience do you have in the IT industry?
• What's the highest level of ITIL qualification you have completed?
• What's your expected annual base salary?
• How much notice are you required to give your current employer?

First Focus IT is Australia's #1 MSP and an innovative provider of IT solutions, dedicated to helping organizations harness the power of technology to drive their success. We pride ourselves on our commitment to delivering exceptional service, reflected in our recognition as the top Managed Service Provider for medium-sized businesses for seven consecutive years.

We focus on hiring and retaining Australia's best IT professionals and we deliver a broad range of services designed to meet the unique needs of mid sized clients. We support over 35,000 end-users across a diverse clientele and help our people develop and grow, focusing on transparency, training and promotion from within.

First Focus IT is Australia's #1 MSP and an innovative provider of IT solutions, dedicated to helping organizations harness the power of technology to drive their success. We pride ourselves on our commitment to delivering exceptional service, reflected in our recognition as the top Managed Service Provider for medium-sized businesses for seven consecutive years.

We focus on hiring and retaining Australia's best IT professionals and we deliver a broad range of services designed to meet the unique needs of mid sized clients. We support over 35,000 end-users across a diverse clientele and help our people develop and grow, focusing on transparency, training and promotion from within.

Perks and benefits Values: A Team with a Shared Vision Professional Development : Never Stop Growing Career Growth : Find & Reach Your Next Big Thing Valuing You: Benefits to Help You Be You