Service Delivery Lead

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

Strong 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.

Competitive salary package including up to $120k + super + other benefits.

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 & 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.