Service Delivery Lead

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

Benefits offered by this job

Tesla company car option

Flexible working for work-life balance

Study days (10 per year)

Learning library access

Coaching and mentoring

Job summary

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.

Qualifications

• 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

Responsibilities

• 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.

Skills

Service delivery leadership

Commercial acumen

ITIL knowledge

Offshore team leadership

AI and 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.

Requirements

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.

Benefits

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.
• FastTrack mentoring program.
• MAD Council participation, focused on equality, charity and environment.
• Tesla company car option (conditions apply).
• 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.