First Focus is hiring a
Service Delivery Lead, Remote - Philippines

Summary

The job description is for a Service Delivery Lead position at First Focus, a growing MSP with offices in Australia, New Zealand, and the Philippines. The company promotes equal opportunity, transparency, and work-life balance. The role involves managing client services, ensuring adherence to support agreements, and looking for improvements in client environments and processes.

Requirements

• Experience and proven ability in a similar role, preferably servicing a large number of businesses simultaneously
• Incredible communication skills - demonstrable comms clarity, proven willingness to communicate often and ability to adapt the style and level of communication to the situation/recipient
• A solid understanding of IT services, industry and technology
• A passion for solving problems
• Excellent complex-problem diagnosis technique
• Calm under pressure, and not afraid to escalate or consult when unsure of a solution

Responsibilities

• Liaises directly with clients for service escalations, often being the first point of contact
• Works with various stakeholders to manage and report on the effective delivery of our support services
• Oversees adherence to and fair use of support agreements, ensuring that exceptions are accurately captured and reviewed
• Ensures staff have access to simple and informative documentation for each supported client
• Owns service related issues, coordinating a team to ensure a timely resolution
• Constantly looking for improvements to client environments and/or process
• Oversees effective delivery and reports on major Incidents

Preferred Qualifications

• Experience with ConnectWise (preferred but not required)
• Experience working in a managed services, outsourcing or professional services environment (preferred but not required)

Benefits

• Hybrid working arrangements
• 1 paid study day every month and support towards certifications and qualifications
• HMO from the first day of employment
• Addition of one (1) dependent to the Company's HMO policy on the first day of employment
• Free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counselors
• Dayshift, weekends off and 25 days paid leave annually
• Employee Referral Program (Php 20,000)
• Employee MVP Award (Php 10,000)
• Social events, End of Financial Year and Christmas
• Employee Profit Sharing
• Loyalty bonus for long-term employees