Job Title: Technical Service Delivery Manager
Role Overview
First Focus is a leading Managed Service Provider with over 20 years of consistent growth. We are expanding our team to deliver exceptional service to our clients and are looking for a highly skilled Service Delivery Manager.
Key Responsibilities
* Lead a high-performing national team of support technicians to deliver seamless service to a portfolio of clients.
* Contribute to the end-to-end service experience for clients, ensuring SLA adherence and supporting day-to-day operations.
* Work closely with internal teams to ensure service delivery is aligned with client needs.
* Play a key role in escalations, working directly with clients and stakeholders across the business.
Requirements
* Technical literacy and solid experience liaising directly with customers.
* Proven ability to deliver outcomes for clients and capture exceptions.
* Deep understanding of ITIL-based service delivery and a passion for structured, high-quality client service.
* Outstanding communication and stakeholder management skills.
Benefits
* Competitive salary package.
* Free access to Uprise coaching sessions from qualified psychologists or counsellors.
* Flexible work arrangements to achieve a satisfying work-life balance.
* 10 paid study days per year and support towards certifications and qualifications.
* Internal training sessions and library access.
* Opportunities for personal and professional development through mentoring programs.
Why First Focus? We pride ourselves on being a genuinely great place to work, with a dynamic values-centred culture. We're committed to helping you grow professionally and personally, with opportunities to develop new skills and take on new challenges.
What We Offer
* A supportive management team to help you succeed.
* A collaborative and inclusive work environment.
* The opportunity to make a real difference in the lives of our clients and their communities.
* A comprehensive benefits package that supports your physical and mental well-being.