Service Delivery Lead | AU SHIFT HYBRID WORK SETUP | MSP EXP

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

A little about Us

We’re Australia’s #1 MSP (Cloudtango, 9 years running), with over 500 staff across 4 countries.

We’ve built our reputation on great technical people, strong client relationships and a genuine commitment to doing things properly.

We’re big believers in hiring capable people, giving them the support they need and trusting them to get on with the job. We value open communication, teamwork and people who aren’t afraid to raise their hand when something could be done better.

One of our values that fits this role particularly well is Wow the Customer. It’s about delivering excellent service, understanding what matters to clients and making sure they feel genuinely looked after.

You’ll also see plenty of Win Together, because great service delivery is rarely a solo performance.

You can learn more about First Focus and our values at https://www.firstfocus.com.au/about-us/.

What you’ll be doing

You’ll take ownership of service delivery across multiple clients, working closely with technical teams and stakeholders to ensure our support services are delivered effectively.

Your day might include:

• Acting as a key point of contact for clients, particularly when service issues or escalations need attention
• Building strong relationships with clients and understanding their business needs and expectations
• Coordinating with technical teams to ensure service issues are addressed and resolved appropriately
• Managing service escalations and keeping everyone informed throughout the process
• Monitoring service delivery performance and identifying opportunities to improve the client experience
• Working with stakeholders to review and report on the effectiveness of support services
• Overseeing adherence to client support agreements and ensuring service exceptions are appropriately managed
• Helping ensure technical teams have access to clear, accurate and useful client documentation
• Coordinating major incident management activities and communicating updates to stakeholders
• Identifying recurring issues, process gaps and opportunities to improve service delivery
• Supporting continuous improvement initiatives across client environments and internal processes
• Helping maintain positive working relationships between clients, technical teams and management

In short, you’ll help make sure we’re delivering the service we promised, keeping clients informed and making life easier for everyone involved.

Which sounds simple until you’ve worked in IT long enough to know that sometimes the most complicated part of a technical issue isn’t actually the technology.

What we’re looking for

We’re looking for someone who understands managed IT services, communicates exceptionally well and can confidently manage client relationships and service delivery expectations.

You’ll ideally bring:

• Proven experience in a Service Delivery Lead, Service Delivery Manager, Technical Account Management or similar client-facing IT role
• Experience supporting or managing service delivery across multiple business clients, ideally within an MSP environment
• A 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
• The ability to communicate technical issues clearly to both technical and non-technical stakeholders
• Strong problem-solving and analytical skills, particularly when dealing with complex service issues
• Experience managing service expectations, priorities and stakeholder relationships
• A good understanding of service management processes, support agreements and service delivery reporting
• The ability to remain calm under pressure and make sensible decisions when priorities change
• Strong organisational skills and the confidence to manage multiple client requirements
• A collaborative approach and willingness to consult, elevate and involve others when needed
• Willingness to work in a hybrid arrangement, including attending our Ortigas or Alabang offices when required

Experience with ConnectWise would be great, although it’s not essential.

Previous experience working in managed services, IT outsourcing or professional services would also be highly regarded.

Most importantly, we’re looking for someone who takes ownership, communicates openly and genuinely cares about delivering a great client experience.

You don’t need to be the most technical person in the room. You do need to understand enough to ask the right questions, challenge assumptions and know when something needs attention.

The human bit matters too

Service delivery is about people just as much as technology.

You’ll work with clients who need answers, engineers who need clarity and stakeholders who occasionally need reminding that changing the priority of every ticket to “critical” doesn’t necessarily make things happen faster.

We’re looking for someone who’s approachable, organised and confident having difficult conversations when needed.

Someone who communicates early, follows through on commitments and doesn’t wait until a small issue becomes a spectacularly large one before getting involved.

If you’re naturally collaborative, genuinely customer-focused and comfortable taking ownership, you’ll fit right in.

Why First Focus?

We’re serious about Never Stop Growing, and we’d rather demonstrate that through genuine development opportunities than another motivational poster beside the office coffee machine.

As a full-time Philippines team member, you’ll enjoy:

• Hybrid working arrangements, giving you flexibility to balance work and life
• 10 paid study days per year, with exam paid and pay rises for certifications (conditions apply)
• HMO from day one, including one dependent with dental cover
• Free access to Uprise, including 1:1 coaching with qualified psychologists or counsellors
• Day shift and weekends off*
• 25 paid leave days annually
• ₱20,000 employee referral program
• Regular social events, End-of-FY celebrations and Christmas parties
• Loyalty bonuses*

You’ll also join a team that values transparency, collaboration and doing good work without unnecessary office politics. We know, a slightly ambitious concept, but we’re committed to it.

Where you’ll be working

This role offers a hybrid work arrangement, with opportunities to work from home alongside office attendance when required.

Our Metro Manila offices are located at:

Ortigas Office 29th Floor, Robinsons Cyberscape Gamma, Topaz Road, Ortigas, Pasig City, Metro Manila, Philippines

Alabang Office 26th Floor, Axis Tower One Building, Filinvest Ave, Alabang, Muntinlupa

Sound like your kind of role?

We promise there’ll be plenty of interesting challenges, good people to work with and considerably fewer opportunities to get bored than you might expect.

Neurodiversity: 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.

AI in Recruitment: We use AI-assisted recruitment tools to support application review. These tools do not make hiring decisions. All applications are handled by our recruitment team in compliance with the Philippine Data Privacy Act.