Service Delivery Lead

Description:

First Focus is Australia's best Managed Service Provider (MSP), with a team of over 300 technical professionals across offices in Australia, New Zealand and the Philippines. It's not just us saying we are #1. Cloudtango dot net have rated us best in Australia for 7 years running now. We are growing consistently and profitably, and have done so for over 15 years, and we're continuing to win new clients and challenge ourselves to rise to new heights.

We have just started the search for the best multi-client experienced Service Delivery Lead in the Philippines. Why would such an amazing and talented individual consider coming to First Focus? What makes First Focus better than where you are today?

• We actively promote equal opportunity and fair treatment for all our employees, irrespective of their position, location or nationality, fostering a positive and inclusive workplace culture - grow your career
• We understand the value you deliver, and we will give you the support to get the job done - be supported to be awesome
• We find and retain the best - best Service Desk, best technical escalation, best team leads and managers, best team
• We encourage transparency as one of the foundations of our culture, creating a healthier, more productive work environment while actively discouraging toxicity - be heard, feel safe to speak up

• First Focus understands the importance of flexibility for a satisfying work-life balance, which is why we offer hybrid working arrangements.
• 'Never Stop Growing' is deeply embedded in our DNA - we offer 1 paid study day every month and support employees towards certifications and qualifications -we will pay for the exam and will also give you a pay rise for achieving certs (conditions apply, of course)
• HMO from the first day of your employment
• Addition of one (1) dependent (e.g., your spouse) to the Company's HMO policy (which includes medical coverage plus dental benefits package) on the first day of your employment
• All employees have free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counselors
• Dayshift, weekends off* plus 25 days paid days 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*

The role consists of some or all of the following activities:

• 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

To perform this role, we are seeking a Service Delivery Lead with most of the following experience. To be successful in this role we don't need all of the below, but we're looking for smart people, with the right attitude, who will fit in to our awesome team.

• 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
• Experience with ConnectWise (preferred but not required)
• Experience working in a managed services, outsourcing or professional services environment (preferred but not required)
• Willing to work from home and in Ortigas, Pasig City Office / Alabang, Muntinlupa office

• 29th Floor, Robinsons Cyberscape Gamma, Topaz Road, Ortigas Pasig City Metro Manila Philippines
• 26th floor, Axis Tower One Building, Filinvest Ave, Alabang, Muntinlupa

• Opportunity to work from home. If you are residing within Metro Manila or in other nearby provinces, a hybrid work set-up will apply.