Job Description

Descriptionn
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So, you’re the kind of Service Delivery leader who actually delivers?

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You know the type. Calm during escalations. Commercial without being cold. Operational without being robotic. You can speak to a CIO and a Level 1 tech in the same hour, and both walk away feeling heard.

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We’re looking for a high-performing Service Delivery Lead to manage one of our national pods (around 12 to 15 legends), largely within our Philippines-based team. You’ll own the operational heartbeat of a portfolio of clients, primarily support-focused with some crossover into other areas of the business when things get interesting.

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If you like accountability, autonomy, and not being micromanaged into oblivion, keep reading.

About First Focus
n We are Australia’s best mid-market Managed Service Provider. Not our words, Cloudtango’s. Eight years running.

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We now have 450+ people across Australia, New Zealand and the Philippines, and we are still growing. Steadily. Sustainably. Without drama.

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We are informed, aligned, supportive, and we reward performance. That is not a poster on the wall. That is how we run the place.

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You can read more about how we operate here:
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Why this role is different

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- You’ll lead a genuine cross-border pod, not just “have exposure”
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- You’ll influence engineers and support techs, working with real SMB and mid-sized clients
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- You’ll be trusted to run your portfolio without micromanagement or reporting theatre
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- You’ll help embed AI and automation into service delivery in practical, outcome-focused ways
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This role embodies Win Together and Be the Solution. We don’t throw problems over fences. We fix them properly.

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Requirementsn
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What you’ll be doing

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- Leading a pod of support professionals and owning their performance, alignment and growth
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- Taking accountability for SLAs, client satisfaction, escalations and overall operational excellence
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- Acting as the primary operational escalation point for clients and collaborating closely with Dispatch, Projects, Engineering and Client Services
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- Driving continuous improvement, using AI and automation to eliminate recurring issues and lift efficiency and quality
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- Ensuring support agreements are met, measured and continually improved
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Yes, there will be meetings. But they’ll have a purpose.

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What we’re looking for
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- Proven Service Delivery leadership experience within an MSP, MSSP or IT integrator
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- Strong commercial acumen and confidence managing senior stakeholders
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- Deep understanding of ITIL-based service delivery
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- Experience leading multi-location or offshore teams
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- A proactive, accountable, solutions-focused mindset
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- A genuine interest in AI and automation as tools to solve operational challenges
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- Alignment with our values
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If you’re brilliant but political, this won’t work. If you’re calm, commercial, curious, not to mention excited about improving how things work, we’ll get along very well.

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Benefitsn
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What you’ll get

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- Competitive salary package including up to $120k + super + other benefits.
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- Free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counsellors.
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- Versatile working for work-life balance.
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- “Never Stop Growing”: 10 paid study days per year, exam fees paid, pay rises for certifications (conditions apply).
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- Weekly internal training and access to our learning library.
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- FastTrack mentoring program.
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- MAD Council participation, focused on equality, charity and environment.
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- Tesla company car option (conditions apply).
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- Regular social events and a genuinely solid team culture.
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n 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.

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📌 Service Delivery Lead (Perth)
🏢 First Focus
📍 Perth