Service Excellence Leader

1 week ago

Perth, Western Australia Bebeeleadership Full time

Job Description
We are seeking an experienced and passionate Service Delivery Manager to lead one of our pods (a high-performing national team of support technicians) to deliver exceptional service to a portfolio of 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 contact, working with stakeholders across the business to get the best for clients.
Required Skills and Qualifications
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
Benefits
Competitive salary package
All employees have free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counsellors
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
Opportunities for personal and professional development with our FastTrack mentoring program
MAD Council, focusing on equality, charity, and the environment
Option of a Tesla company car as part of your ongoing employment package
Others
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.

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