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 new role.

We are looking for the best Senior Service Delivery Manager in Australia to support our national enterprise customers. 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 executive team to seamlessly deliver services to our client

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 remote Service Desk professionals, 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 want someone who combines great service delivery management experience with a solid grip on ITIL and SLA adherence to deliver incredibly good service our customer. You will oversee day to day operations around ticket management for the client, be key contributor to incident management. In performing this role you will work with Dispatch, Project Management and Technical Account Management to ensure the customers' needs are meet as well as being involved in asset management, procurement and change management, as well as managing a team of dedicated support technicians to meet the needs of these clients.

This role would perfectly suit someone who is currently a doing this role (obviously), but we would also consider a gun technical account manager, support team lead or manager with relevant experience delivering dynamic B2C services.

Requirements

The perfect candidate for this role will be very technically literate, capable of leading a small but national support team, providing IT services to our largest clients nationally. If you 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:

You must have history and demonstrable within another MSP, MSSP, integrator or other businesses providing highly dynamic and technical service delivery management within enterprise clients

You must be able to demonstrate a comprehension of infrastructure support team leadership

Your values must resonate with ours. Our values can be found on the First Focus website on the About Us page

You must have a driving passion for delivering ITIL guided service delivery and ITIL certification.

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 actively 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.