Job Description
Description/n /n So, you’re the kind of Service Delivery leader who actually delivers? /n 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. /n 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 engaging. /n 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. /n We now have 450+ people across Australia, New Zealand and the Philippines, and we are still growing. Steadily. Sustainably. Without drama. /n We are informed, aligned, supportive, and we reward performance. That is not a poster on the wall. That is how we run the place. /n You can read more about how we operate here: /n https://www.firstfocus.com.au/about-us/ Why this role is different /n /n
- You’ll lead a genuine cross-border pod, not just “have exposure” /n
- You’ll influence engineers and support techs, working with real SMB and mid-sized clients /n
- You’ll be trusted to run your portfolio without micromanagement or reporting theatre /n
- You’ll help embed AI and automation into service delivery in practical, outcome-focused ways /n /n This role embodies Win Together and Be the Solution. We don’t throw problems over fences. We fix them properly. /n /n Requirements/n /n What you’ll be doing /n /n
- Leading a pod of support professionals and owning their performance, alignment and growth /n
- Taking accountability for SLAs, client satisfaction, escalations and overall operational excellence /n




- Acting as the primary operational escalation point for clients and collaborating closely with Dispatch, Projects, Engineering and Client Services /n
- Driving continuous improvement, using AI and automation to eliminate recurring issues and lift efficiency and quality /n
- Ensuring support agreements are met, measured and continually improved /n /n Yes, there will be meetings. But they’ll have a purpose. /n /n What we’re looking for /n These are non-negotiables: /n /n
- Proven Service Delivery leadership experience within an MSP, MSSP or IT integrator /n
- Strong commercial acumen and confidence managing senior stakeholders /n
- Deep understanding of ITIL-based service delivery /n
- Experience leading multi-location or offshore teams /n
- A proactive, accountable, solutions-focused mindset /n
- A genuine interest in AI and automation as tools to solve operational challenges /n
- Alignment with our values /n /n 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. /n /n /n Benefits/n /n What you’ll get /n /n
- Competitive salary package including up to $120k + super + other benefits. /n
- Free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counsellors. /n
- Flexible working for work-life balance. /n
- “Never Stop Growing”: 10 paid study days per year, exam fees paid, pay rises for certifications (conditions apply). /n
- Weekly internal training and access to our learning library. /n
- FastTrack mentoring program. /n
- MAD Council participation, focused on equality, charity and environment. /n
- Tesla company car option (conditions apply). /n
- Regular social events and a genuinely strong team culture. /n /n /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. /n

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