Service Delivery Lead

First Focus

. Lead a pod of approximately 12–15 support professionals, primarily within the Philippines-based team.

Posted 10/10/2026full-timePerth • AustraliaSenior💰 A$80,000 - A$120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in Service Delivery within an MSP, MSSP, or IT integrator environment, with a focus on operational excellence, client satisfaction, and continuous improvement through AI and automation.

Highest-signal resume keywords

Service Delivery LeadershipITIL-Based Service DeliveryMulti-Location Team ManagementAI and Automation ImplementationStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Proactive MindsetAccountabilitySolutions-Focused Approach

Industry Keywords

MSPMSSPOperational ExcellenceClient SatisfactionSLA Management

About the role

Key responsibilities & impact

Lead a pod of approximately 12–15 support professionals, primarily within the Philippines-based team.
Own team performance, alignment and growth.
Take accountability for SLAs, client satisfaction, escalations and operational excellence.
Act as the primary operational escalation point for clients.
Collaborate with Dispatch, Projects, Engineering and Client Services.
Drive continuous improvement using AI and automation to eliminate recurring issues and improve efficiency and quality.
Ensure support agreements are met, measured and continually improved.
Manage the operational heartbeat of a support-focused client portfolio.

Requirements

What you’ll need

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.
Proactive, accountable, solutions-focused mindset.
Genuine interest in AI and automation as tools to solve operational challenges.
Alignment with company values.

Benefits

Comp & perks

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.
10 paid study days per year.
Exam fees paid.
Pay rises for certifications (conditions apply).
Weekly internal training and access to the 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 strong team culture.
Flexible options for neurodiverse candidates.