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Service Delivery Lead / Operations Manager

Perth Prime Recruitment

Posted 1 day ago

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Job Description

05th November, 2026

Job Description
Seeking an experienced Service Delivery Lead / Operations Manager to oversee service delivery across multiple sites throughout Perth's southern suburbs.
The role will focus on managing and supporting the southern locations, ensuring effective day-to-day operations and consistent service delivery across the sites.
The successful candidate must have extensive knowledge of the NDIS and previous experience in a service delivery or operational leadership role.
Key Requirements:

- Extensive knowledge and understanding of the NDIS
- Previous experience in service delivery or operations management
- Ability to oversee multiple sites and support day-to-day operations
- Strong communication and organisational skills
- Ability to work independently and travel between locations

05th November, 2026

Job Description
Seeking an experienced Service Delivery Lead / Operations Manager to oversee service delivery across multiple sites throughout Perth's southern suburbs.
The role will focus on managing and supporting the southern locations, ensuring effective day-to-day operations and consistent service delivery across the sites.
The successful candidate must have extensive knowledge of the NDIS and previous experience in a service delivery or operational leadership role.
Key Requirements:

- Extensive knowledge and understanding of the NDIS
- Previous experience in service delivery or operations management
- Ability to oversee multiple sites and support day-to-day operations
- Strong communication and organisational skills
- Ability to work independently and travel between locations

Additional Information:

- Coverage includes Mandurah, Rockingham and surrounding southern suburbs
- Office-based work one day per week, Tuesday or Wednesday
- Remaining days spent travelling between sites
- Company vehicle provided

Be the person who keeps everything moving.

Imagine starting your day by coordinating priorities for operational leaders, ensuring key activities are on track and helping teams deliver essential water and wastewater services that support communities across Perth. No two days are quite the same. One moment you're planning meetings and coordinating business deliverables, the next you're supporting training initiatives, managing stakeholder relationships or helping the team respond to important operational priorities.

As our Support Officer - Service Delivery , you'll be the central point of coordination for our Service Delivery leadership team. This is a fixed-term opportunity through to April 2027 , where you'll work closely with Operations Managers and Team Leads, providing high-level administrative support that helps keep our field operations organised, compliant and running efficiently. This role exists within the Perth Region Service Delivery team and performs, coordinates and oversees administrative activities across the business unit.

What the role will involve

You'll play an significant role behind the scenes, helping our operational teams focus on what they do best by:

- Coordinating administrative activities across the Service Delivery team
- Managing diaries, meetings, events and key business deliverables
- Supporting Operations Managers and Team Leads to ensure priorities and business plan commitments stay on track
- Coordinating training, safety and wellbeing initiatives across the team
- Working with stakeholders across the business to gather information, track actions and support operational outcomes
- Preparing agendas, minutes and documentation for leadership, committee and incident management meetings

Real benefits that matter

- Real flexibility with options to work from home, flexible work hours




- Two well‑being days each year to recharge, relax and enjoy life (separate to standard paid sick/personal leave)
- Access to long service leave pro rata after 3 years of service
- Take advantage of our co-contribution superannuation scheme. Receive a 12% employer contribution and enjoy an additional 2% employer co-contribution when you elect to salary sacrifice 2%
- Purchase additional leave of up to 12 weeks or work 4 years at a reduced salary and take the fifth year off as paid leave
- Family-friendly benefits, including 22 weeks of paid parental leave
- Aboriginal and Torres Strait Islander cultural and ceremonial leave of up to 5 days so you can maintain your cultural connection and wellbeing.
- Annual leave loading – an extra 17.5% pay when you use your annual leave

Discover more benefits we offer to support the unique and individual ways our employees live.

About you

You're someone who thrives on organisation, enjoys building relationships and takes pride in making things happen. You can confidently manage competing priorities, communicate with a wide range of stakeholders and keep important activities moving forward.

You'll also bring:

- Significant administrative or business support experience within a large and complex organisation
- Experience using Microsoft Office applications and SAP
- Strong communication, relationship-building and influencing skills
- Experience coordinating meetings, forums or governance activities
- An understanding of financial processes, cost allocations or reporting activities
- The ability to work independently while supporting a busy operational team
- Strong organisational skills and attention to detail
- A current WA 'C' Class Driver's Licence

We reserve the right to withdraw this ad prior to the closing date

As part of the recruitment process you may be required to complete pre-employment screening which commonly include - but not limited to - a medical, qualification check, police clearance and Australian working rights check.

Our commitment to a diverse and inclusive workplace:

Diversity and inclusion are more than words. They guide us on building a thriving workforce that reflects the diversity of our customers and our community.

We encourage applications from every background, including Aboriginal and Torres Strait Islander people, people with disability, women, youth, LGBTQIA+ folks and people from culturally and linguistically diverse backgrounds.

We are committed to ensuring an accessible and inclusive work environment to enable people with disability to participate fully in all aspects of employment.

Applicants with disability who require adjustments during the recruitment process including an alternative format of the application form, can contact a Recruitment Officer at or .

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

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.

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.

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

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

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

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





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

- You’ll lead a genuine cross‑border pod, not just “have exposure”
- You’ll influence engineers and support techs, working with real SMB and mid‑sized clients
- You’ll be trusted to run your portfolio without micromanagement or reporting theatre
- You’ll help embed AI and automation into service delivery in practical, outcome‑focused ways

This role embodies Win Together and Be the Solution. We don’t throw problems over fences. We fix them properly.

Description

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

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.

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.

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

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

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

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

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

- You’ll lead a genuine cross‑border pod, not just “have exposure”
- You’ll influence engineers and support techs, working with real SMB and mid‑sized clients
- You’ll be trusted to run your portfolio without micromanagement or reporting theatre
- You’ll help embed AI and automation into service delivery in practical, outcome‑focused ways

This role embodies Win Together and Be the Solution. We don’t throw problems over fences. We fix them properly.

Requirements

What you’ll be doing

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

Yes, there will be meetings. But they’ll have a purpose.

What we’re looking for
These are non‑negotiables:

- Proven Service Delivery leadership experience within an MSP, MSSP or IT integrator
- Robust commercial acumen and confidence managing senior stakeholders
- Deep understanding of ITIL‑based service delivery
- Experience leading multi‑location or offshore teams
- A proactive, accountable, solutions‑focused mindset
- A genuine interest in AI and automation as tools to solve operational challenges
- Alignment with our values

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.

Advantages

What you’ll get

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

First Focus welcomes applications from Neurodiverse candidates. We recommend &

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📌 Senior Hospital Fit-Out Delivery Lead (Western Australia)
🏢 Webuild Group
📍 Western Australia