Service Delivery Lead

First Focus IT P/L; Sydney; On-site; AUD 72,000 - 120,000; Full time

Benefits offered by this job

Salary up to AU$120k

Uprise coaching

Flexible working

Study days

Training library

MAD Council

Team culture

Neurodiversity support

Job summary

First Focus IT in Australia is seeking a Service Delivery Lead to manage a cross-border pod of 12–15 professionals, primarily within our Philippines-based team. You will own the operational heartbeat of a portfolio of clients, focusing on service delivery and continuous improvement.

You’ll drive SLAs, escalate as needed, and partner with Dispatch, Projects, Engineering and Client Services. AI and automation should be embedded in practical, outcome-focused ways as part of our Win Together culture.

Qualifications

• Proven leadership in MSP/MSSP or IT integrator environments.
• Strong commercial acumen and stakeholder confidence.
• Deep understanding of ITIL-based service delivery.
• Experience leading distributed or offshore teams.

Responsibilities

• Lead a cross-border pod and drive performance.
• Own SLAs, client satisfaction, escalations.
• Coordinate with Dispatch, Projects, Engineering and Client Services.
• Drive continuous improvement using AI and automation.
• Ensure support agreements are met and improved.

Skills

Service Delivery leadership

Commercial acumen

Stakeholder management

ITIL service delivery

Multi-location / offshore teams

AI & automation mindset

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.

Hirer responsiveness Salary match Number of applicants

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?

Information Technology Services 101-1,000 employees

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.

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.

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

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