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 Manager (SDM) 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

The perfect candidate for this role will be technically literate, and have solid experience liaising directly with customers, helping ensure service delivery and support agreements are met and exceptions are captured and addressed. If you are at the top of your game in a MSP, MSSP or integrator or bring relevant experience and are looking for the next big step, this could be it. Rather than give you a long list of wants, we'll keep this brief. The following four things are non-negotiables:

1. Demonstrated experience in Service Delivery or a closely related discipline inside an MSP, MSSP, or IT integrator environment
2. Solid commercial acumen, with the proven ability to deliver outcomes for clients
3. Deep understanding of ITIL-based service delivery and a passion for structured, high-quality client service
4. Outstanding communication and stakeholder management skills, with the ability to build trust and influence outcomes
5. A proactive, accountable, solutions-focused mindset and strong attention to detail
6. 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

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.