Global MSP Service Delivery Lead — AI-Driven Ops

First Focus; Philippines; Hybrid; AUD 100,000 - 120,000; Full time

Benefits offered by this job

Tesla car option

Flexible working

Study days

Professional development

Job summary

First Focus is seeking a high-performing Service Delivery Lead to oversee a national pod (12–15). The role primarily coordinates a Philippines-based team, owning the operational heartbeat of a client portfolio and focusing on support delivery with cross-functional collaboration.

You'll drive accountability for SLAs and client satisfaction while embedding AI and automation to improve outcomes, delivering on our practical, no-drama ethos.

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
• Genuine interest in AI and automation as tools to solve operational challenges
• Alignment with our values

Responsibilities

• 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

Job description

First Focus is seeking a high-performing Service Delivery Lead to oversee a national pod (12–15). The role primarily coordinates a Philippines-based team, owning the operational heartbeat of a client portfolio and focusing on support delivery with cross-functional collaboration.

You'll drive accountability for SLAs and client satisfaction while embedding AI and automation to improve outcomes, delivering on our practical, no-drama ethos.