Service Delivery Lead at First Focus | Melbourne, Victoria

First FocusMelbourne, Victoria, Australia

On-site Full-time

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Experience Level

Manager

Qualifications

Essential Qualifications:We are looking for candidates who meet the following criteria:Demonstrated experience in Service Delivery leadership within an MSP, MSSP, or IT integratorStrong commercial insight and confidence in managing senior stakeholdersIn-depth understanding of service delivery metrics and operational managementProven ability to drive performance and team engagement

About the job

Are you a Service Delivery leader who truly makes an impact?

We seek an individual who remains composed during escalations, possesses commercial savvy without being unapproachable, and operates effectively without the rigidity that comes with traditional roles. You can seamlessly engage both a CIO and a Level 1 technician in a single conversation, leaving both feeling valued and understood.

We are on the lookout for a high-achieving Service Delivery Lead to oversee one of our national teams (approximately 12 to 15 talented individuals), primarily working with our Philippines-based team. You will be the pulse of operations for a portfolio of clients, focusing mainly on support but also diving into other business areas as opportunities arise.

If you thrive in a culture of accountability and autonomy, where micromanagement is a thing of the past, then we encourage you to read further.

About First Focus
As Australia’s leading mid-market Managed Service Provider, recognized by Cloudtango for eight consecutive years, we pride ourselves on our growth and stability.

With a team of over 360 professionals across Australia, New Zealand, and the Philippines, our expansion is steady, sustainable, and free from unnecessary drama.

We foster an environment that is informed, aligned, supportive, and rewarding of exceptional performance. Our operational philosophy is not just a slogan; it’s how we conduct our business.

Learn more about our operational approach here:
https://www.firstfocus.com.au/about-us/

What Sets This Role Apart

Lead a genuine cross-border team, not just gain exposure
Influence engineers and support technicians while working with actual SMB and mid-sized clients
Enjoy the trust to manage your portfolio without micromanagement or unnecessary reporting
Play a key role in integrating AI and automation into service delivery in practical, results-oriented ways

This role embodies the principles of Win Together and Be the Solution. We tackle challenges head-on rather than passing them along.

Key Responsibilities

Lead a team of 12 to 15 support professionals (mostly based in the Philippines) while driving their performance, alignment, and growth
Take responsibility for SLAs, client satisfaction, escalations, and overall operational excellence
Act as the main operational escalation point for clients and collaborate closely with Dispatch, Projects, Engineering, and Client Services
Foster continuous improvement by leveraging AI and automation to resolve recurring issues and enhance efficiency and quality
Ensure that support agreements are met, evaluated, and continually optimized

Yes, meetings will take place, but they will be purposeful.

About First Focus

First Focus is recognized as Australia's top mid-market Managed Service Provider, as acknowledged by Cloudtango for eight consecutive years. Our growing team of over 360 professionals spans across Australia, New Zealand, and the Philippines, and we pride ourselves on a culture that promotes stability, support, and performance excellence.

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Heartstrings Pet Hospice, In-Home Euthanasia & Aftercare

Part-time|Remote|Jersey Village TX

Join Heartstrings Pet Hospice and experience the fulfillment of providing compassionate end-of-life care to pets and their families. As a Part-Time In-Home Veterinarian serving Jersey Village and the Greater Houston area, you will have the opportunity to reconnect with pet families and deliver the quality care you’ve always envisioned, with ample appointment times and limited administrative responsibilities.At Heartstrings Pet Hospice, we understand the significance of supporting pets during their final moments by offering in-home euthanasia services. Founded by veterinarians, we are dedicated to fostering deep and meaningful relationships with pet families, colleagues, and our local community. Join our nurturing environment where you can flourish both professionally and personally.Why Heartstrings Pet Hospice?Make a significant impact with an average of 3-4 appointments dailyReceive heartfelt gratitude and appreciation from familiesEnjoy the flexibility of a mobile practice, free from clinic constraintsAccess comprehensive training and ongoing mentorshipAchieve a true work-life balance with flexible scheduling options (2-5 days per week, with most appointments from 9 am to 5 pm)Engage in team-building activities and retreats

Mar 1, 2026

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