Service Delivery Lead

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

Benefits offered by this job

Salary up to $120k

Flexible working

Uprise access

1:1 coaching

Learning & growth

MAD Council participation

Neurodiversity friendly

Job summary

First Focus IT in Sydney seeks a high-performing Service Delivery Lead to manage a national pod of 12–15, largely within our Philippines-based team. You’ll own the operational heartbeat of a portfolio of clients, with accountability, autonomy, and practical AI/automation improvements.

You’ll influence engineers and support staff, lead SLAs and client satisfaction, and embed a no-micromanagement, outcomes-focused delivery culture across multi-location teams. Flexible work options available.

Qualifications

• Experience leading MSP/MSSP or IT integrator service delivery.
• Strong commercial acumen and stakeholder management.
• Understanding of ITIL-based service delivery and offshore teams.

Responsibilities

• Lead a pod of support professionals and own performance, alignment and growth.
• Own SLAs, client satisfaction, escalations and operational excellence.
• Act as primary operational escalation point and collaborate with Dispatch, Projects, Engineering and Client Services.
• Drive continuous improvement using AI and automation to reduce recurring issues.
• Ensure support agreements are met, measured and continually improved.
• Participate in purposeful meetings with clear outcomes.

Skills

Service Delivery leadership

ITIL

Offshore teams

Stakeholder management

AI & automation

Cross-border collaboration

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

• 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.