Job Description

The Service Delivery Lead is entirely customer-facing. Overseeing a range of functions to facilitate the delivery of superior services to the end-users to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner. Identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. The role requires both administrative and technical hats and is passionate about delivering end-to-end customer-driven solutions.

Job Responsibilities:

• Monitoring and managing end user support, site services, and VIP support functions to ensure optimal service
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that established Global systems, procedures, and methodologies are implemented to support outstanding service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to the management on performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
• Supervising End User management teams to facilitate continual improvements in the desktop environment
• Enabling high-level performance benchmarks with the end user environment and site services.

Job Qualifications: (Knowledge, Skills, Experience)

• 7+ years of relevant functional experience in similar roles
• 5+ years of experience proficiency in leading both physical and virtual teams in a diverse, large-scale environment
• Exceptional customer-facing skills
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery with an Good understanding of ITIL (Information Technology Infrastructure Library) principles
• Expertise in people management and leadership
• Strong organizational skills and an ability to manage and prioritize tasks efficiently
• Capacity to train and guide junior team members
• Solid resource planning and problem-solving skills