Service Delivery Lead

First Focus is Australia's best mid-market Managed Service Provider, bar none (check it out We got named the best MSP in Aus for the 8th year running at CloudTango dot com). We are growing fast and now have over 300 staff across Australia, New Zealand, Philippines, South Africa and Ireland. We are a motivated and very focused company, with almost 20 years of consistent growth and we're continuing to win new clients and challenge ourselves to take on new things.

We pride ourselves on being a genuinely great place to work, with a dynamic values centred culture, clear vision and strong leadership. We only hire the best people and are a looking for a dynamic IT professional with a deep understanding of both IT Service Delivery and the needs of enterprise clients to take on this great role.

We are looking for the **best**Service Delivery Lead in Australia. Why would such a talented individual consider coming to First Focus? What makes First Focus better than where you are today?
- Be supported by our **management**team to seamlessly deliver services to our largest clients
- We understand the value you deliver, and we will make sure your voice for your team is heard
- We find and retain the best. Best Onsite Technicians at the client's site, best technical escalations best team leads, best Project Engineers, best team
- We know this isn't enough. If you are who we hope you are, you want personal growth, career opportunities and to be able to make and own change. All of those things are found at First Focus.

**The Role**:
We’re looking for an experienced and passionate** Service Delivery Lead (SDL)** to lead one of our pods (a high-performing national team of support technicians) to deliver exceptional service to a portfolio of our clients.

This role combines service excellence, team leadership, and operational oversight. You’ll contribute to the end-to-end service experience for our clients, ensure SLA adherence, support day-to-day operations, and deliver continuous improvement.

You’ll work closely with internal teams such as Dispatch, Projects, and Client Services to ensure service delivery is seamless and aligned with client needs. You’ll also play a role in escalations, working directly with clients and often being the first point of contract, working with stakeholders across the business to get the best for clients,.

**Requirements**:

- Demonstrated experience in **Service Delivery** or a closely related discipline inside an MSP, MSSP, or IT integrator environment
- Solid commercial acumen, with the proven ability to deliver outcomes for clients
- Deep understanding of** ITIL-based service delivery** and a passion for structured, high-quality client service
- Outstanding communication and stakeholder management skills, with the ability to **build trust** and influence outcomes
- A proactive, **accountable**, solutions-focused mindset and strong attention to **detail**:

- Values that align with ours — visit the _About Us_ page on the First Focus website to learn more

**Benefits**

First Focus’ values are based around keeping everyone informed, aligned, supported, and rewarding performance. Some examples of this include:

- Competitive salary package
- All employees have free access to Uprise, including 1:1 **coaching**sessions from qualified psychologists or counsellors
- First Focus understands the importance of flexibility for a satisfying **work-life balance**and activity work to ensure our team have a life outside of work
- ‘Never Stop Growing’ is deeply embedded in our DNA - we offer 10 paid study days per year and support employees towards **certifications**and qualifications - we will not only pay for the exam but will also give you a pay rise for achieving certs (conditions apply, of course)
- Staff are encouraged to take advantage of our weekly internal **training sessions**and library
- Opportunities for personal and professional development with our FastTrack **mentoring**program
- We have our very own MAD (making a difference) Council, focusing on equality, charity, and the **environment**:

- Option of a **Tesla**company car as part of your ongoing employment package (conditions apply)
- Regular social events and a great team culture