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

First Focus; Pasig; Hybrid; PHP 900,000 - 1,700,000; Full time

Job summary

First Focus in Manila is seeking an experienced Service Delivery Lead to connect clients, technical teams and management, ensuring clear expectations and timely resolutions. The role operates in a hybrid day shift, supporting a growing client base with strong service delivery discipline.

You will drive client satisfaction by coordinating across teams, maintaining documentation, and reporting on service performance. Excellent English communication and relationship-building skills are essential.

Qualifications

• Experience in a Service Delivery Lead/Manager role in MSP environments.
• Proven ability to manage client escalations and coordinate technical teams.
• Excellent English communication, both written and spoken.
• Strong organisational skills and ability to manage multiple client requirements.

Responsibilities

• Acting as a key point of contact for clients during service issues or escalations.
• Building strong client relationships and understanding their business needs and expectations.
• Coordinating with technical teams to resolve service issues and deliver timely updates.
• Managing service escalations and keeping stakeholders informed throughout the process.
• Monitoring service delivery performance and identifying opportunities to improve the client experience.
• Reviewing and reporting on the effectiveness of support services.
• Ensuring adherence to client support agreements and managing service exceptions.
• Maintaining clear, accurate client documentation for technical teams.
• Coordinating major incident management activities and communicating updates to stakeholders.
• Identifying recurring issues and process gaps for service improvement.
• Supporting continuous improvement initiatives across client environments and internal processes.
• Maintaining positive working relationships between clients, technical teams and management.

Skills

Service Delivery Lead

Client-facing IT

Escalation management

Stakeholder communication

Relationship building

Job description

Are you the person who can keep clients happy, technical teams aligned and service issues moving towards resolution, even when everyone involved has a slightly different idea of what "urgent" means? If you're great at managing relationships, solving problems and making sure things actually get done (rather than simply discussed in another meeting), we'd like to meet you. We are looking for an experienced Service Delivery Lead to join our Manila team. You'll play an important role in making sure our clients receive the excellent IT support they've been promised, while helping our technical teams deliver consistently great service. You'll be the person connecting clients, technical teams and management, making sure expectations are clear, issues are addressed and nothing important quietly disappears into a ticket queue. And yes, it's day shift with hybrid working . Which means there's still time for dinner, family, merienda, or the occasional adventure through Manila traffic.

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

• 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

What we're looking for

• 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 att