Hybrid IT Service Delivery Lead

First Focus IT; Pasig; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Hybrid working arrangements

10 paid study days per year

HMO from day one

Free access to Uprise coaching

Day shift and weekends off

25 paid leave days annually

₱20,000 employee referral program

Loyalty bonuses

Job summary

First Focus IT is seeking an experienced Service Delivery Lead to join our Manila team and ensure excellent IT support delivery across multiple client environments. You will connect clients, technical teams and management, align expectations, and drive resolution of issues with a strong focus on service quality.

You’ll work in a day-shift hybrid setup, collaborating with teams in a fast-paced MSP environment and contributing to continuous improvement initiatives while maintaining superb client

Qualifications

• Experience leading service delivery for multiple clients in an MSP or professional services setup.
• Excellent client communication and relationship-building skills.
• Strong understanding of IT infrastructure, support services and modern workplace tech.
• Proven ability to manage escalations and coordinate technical teams.
• Clear written and verbal English communication; ability to translate technical issues for non-technical stakeholders.

Responsibilities

• Own service delivery across multiple clients and coordinate with technical teams and stakeholders.
• Act as primary client contact for escalations and ensure timely attention and resolution.
• Build strong relationships, understand business needs and set clear expectations.
• Monitor performance, review reporting and drive continuous improvement in service delivery.
• Oversee incident management and communicate updates to stakeholders.
• Ensure adherence to client agreements and maintain useful client documentation.

Skills

Service Delivery Lead

Client relationship management

IT service management

Escalation management

English proficiency

Stakeholder communication

Hybrid work

Tools

ConnectWise

Job description

First Focus IT is seeking an experienced Service Delivery Lead to join our Manila team and ensure excellent IT support delivery across multiple client environments. You will connect clients, technical teams and management, align expectations, and drive resolution of issues with a strong focus on service quality.

You’ll work in a day-shift hybrid setup, collaborating with teams in a fast-paced MSP environment and contributing to continuous improvement initiatives while maintaining superb client