First Focus is hiring a
Service Delivery Lead, Remote - Philippines
![Logo of First Focus](https://cdn.jobscollider.com/logo/first-focus-51ea.webp)
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
This job is filled or no longer available
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