About First Focus
We are Australia's best mid-market Managed Service Provider, with a proven track record of consistent growth and a dynamic values-centered culture.
Job Description
We are looking for an experienced and people-focused Service Delivery Manager (SDM) to lead one of our pods, delivering exceptional service to a portfolio of our enterprise clients.
This role combines service excellence, team leadership, and operational oversight. You'll own the end-to-end service experience for your clients, ensure SLA adherence, manage day-to-day operations, and drive continuous improvement.
Key Responsibilities:
* Own the end-to-end service experience for your clients
* Ensure SLA adherence
* Manage day-to-day operations
* Drive continuous improvement
Requirements:
* Demonstrated experience delivering service management in an MSP, MSSP, or IT integrator environment
* Strong leadership skills, with a proven track record managing support or infrastructure teams
* Deep understanding of ITIL-based service delivery and a passion for structured, high-quality client service
* Excellent communication and stakeholder management skills, with the ability to build trust and influence outcomes
* A proactive, solutions-focused mindset and strong attention to detail
Why Join First Focus?
We offer a competitive salary package, flexible work arrangements, opportunities for personal and professional development, and a great team culture.
You'll be supported by our executive team, have access to training and development programs, and be part of a dynamic and motivated company that is growing fast.
Our values include keeping everyone informed, aligned, supported, and rewarding performance. We offer:
* Competitive salary package
* Flexible work arrangements
* Opportunities for personal and professional development
* Access to training and development programs
* Great team culture
We welcome applications from Neurodiverse candidates and offer flexible options to showcase your skills.