First Focus: Service Delivery Lead Job Description
First Focus is Australia's leading mid-market Managed Service Provider, recognized as the best MSP in Australia for the 8th consecutive year (check it out at CloudTango.com). With over 300 staff across Australia, New Zealand, Philippines, South Africa, and Ireland, we are a dynamic company with nearly 20 years of consistent growth, continuously expanding our client base and exploring new opportunities.
We pride ourselves on creating a great workplace culture centered around our core values, clear vision, and strong leadership. We hire only the best talent and are seeking a skilled IT professional with deep expertise in IT Service Delivery and enterprise client needs to join us as our Service Delivery Lead.
Why Consider First Focus?
* Support from our management team to seamlessly deliver services to our largest clients
* Recognition of your contributions, ensuring your voice is heard
* Recruitment and retention of top-tier onsite technicians, project engineers, and team leads
* Opportunities for personal growth, career advancement, and meaningful change
The Role
We are seeking an experienced and passionate Service Delivery Lead (SDL) to oversee one of our high-performing national support teams (pods), delivering exceptional service to a portfolio of clients. This role involves service excellence, team leadership, and operational oversight, contributing to the overall client experience, ensuring SLA compliance, supporting daily operations, and fostering continuous improvement.
You will collaborate with internal teams such as Dispatch, Projects, and Client Services to ensure seamless service delivery aligned with client needs. The role also involves managing escalations, working directly with clients, and engaging with stakeholders across the business to optimize outcomes.
The ideal candidate will be technically proficient, experienced in liaising with customers, and capable of ensuring service and support agreements are met. If you have relevant experience in MSP, MSSP, or integrator environments and are seeking your next career step, this opportunity is for you. The following four qualifications are essential:
* Proven experience in Service Delivery or a related discipline within MSP, MSSP, or IT integrator settings
* Strong commercial acumen with a track record of delivering client outcomes
* Deep understanding of ITIL-based service delivery and a passion for high-quality client service
* Exceptional communication and stakeholder management skills, with the ability to build trust and influence
Additional qualities include a proactive, solutions-focused mindset and strong attention to detail. We value alignment with our core principles—please visit the About Us page on our website to learn more about our values.
Our Values and Benefits
At First Focus, we prioritize transparency, alignment, support, and rewarding performance. Our benefits include:
* Competitive salary package
* Free access to Uprise, including coaching sessions with qualified psychologists or counselors
* Flexible work arrangements to promote work-life balance
* Support for continuous learning through 10 paid study days per year, certifications, and qualifications, with pay raises upon certification
* Internal training sessions and a resource library
* Opportunities for personal and professional development via our FastTrack mentoring program
* Participation in our MAD (Making a Difference) Council, focusing on equality, charity, and environmental initiatives
* Option for a Tesla company car (conditions apply)
* Regular social events fostering a vibrant team culture
First Focus encourages applications from neurodiverse candidates and welcomes disclosure to tailor flexible options to showcase your skills effectively.
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