MSP Service Delivery Lead – Client Focus

First Focus; Manila; Hybrid; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

Hybrid work arrangements

10 study days per year

HMO from day one (including one depend

Coaching with qualified professionals

25 paid leave days annually

Employee referral program

Job summary

First Focus is seeking a Service Delivery Lead for a hybrid role in the Philippines. You will own service delivery across multiple clients, coordinating with technical teams and stakeholders to ensure timely resolutions and a high-quality client experience.

You will manage client escalations, monitor performance, and drive continuous improvements across environments. The role requires strong English communication and the ability to balance priorities in a fast-paced MSP setting.

Qualifications

• Proven experience in a Service Delivery Lead/Service Delivery Manager or similar client-facing IT role.
• Experience managing service delivery across multiple business clients, ideally MSP.
• Solid understanding of IT infrastructure, support services and modern workplace technologies.
• Strong experience managing client escalations and coordinating technical teams.
• Excellent written and verbal English communication skills.
• Ability to communicate technical issues clearly to both technical and non-technical stakeholders.
• Strong problem-solving and analytical skills, especially with complex service issues.
• Experience managing service expectations, priorities and stakeholder relationships.
• Understanding of service management processes, support agreements and reporting.

Responsibilities

• Serve as a key point of contact for clients, handling escalations and ensuring timely resolutions.
• Build strong client relationships and understand their business needs and expectations.
• Coordinate with technical teams to address service issues and deliver effective support.
• Manage service escalations and keep all stakeholders informed throughout the process.
• Monitor service delivery performance and identify opportunities to improve the client experience.
• Review and report on the effectiveness of support services with stakeholders.
• Ensure adherence to client support agreements and manage service exceptions.
• Support maintaining clear client documentation for technical teams.
• Coordinate major incident management and communicate updates to stakeholders.
• Identify recurring issues and opportunities for process improvement across client environments.

Job description

First Focus is seeking a Service Delivery Lead for a hybrid role in the Philippines. You will own service delivery across multiple clients, coordinating with technical teams and stakeholders to ensure timely resolutions and a high-quality client experience.

You will manage client escalations, monitor performance, and drive continuous improvements across environments. The role requires strong English communication and the ability to balance priorities in a fast-paced MSP setting.