The Service Delivery Lead Specialist will oversee the delivery of IT services to clients, ensuring operational excellence, high customer satisfaction, and alignment with business goals. This role involves leading teams, managing service delivery processes, and acting as a primary point of escalation for complex service issues. The ideal candidate will combine technical expertise with strong leadership and client management skills.
Key Responsibilities -
Lead and manage the end-to-end delivery of IT services, ensuring quality, timeliness, and customer satisfaction.
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Act as the primary point of contact for clients regarding service delivery issues and escalations.
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Develop, implement, and monitor service delivery processes, standards, and metrics.
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Coordinate cross-functional teams to ensure seamless service execution and issue resolution.
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Monitor service performance against SLAs and proactively identify areas for improvement.
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Provide strategic recommendations to optimize service operations and enhance client experience.
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Manage resource allocation, team performance, and workflow to meet business objectives.
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Prepare reports and communicate service performance, risks, and opportunities to senior management and clients.
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Drive continuous improvement initiatives to increase efficiency, reduce costs, and enhance service quality.
Required Skills and Qualifications -
12+ years of experience in IT service delivery, operations management, or a related field.
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Strong leadership and team management experience with the ability to motivate and guide technical teams.
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Excellent client-facing and communication skills, with experience managing senior stakeholders.
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Solid understanding of IT service management frameworks (e.g., ITIL) and best practices.
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Proven experience with service delivery metrics, SLAs, and performance reporting.
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Ability to manage complex projects, prioritize tasks, and work under pressure.
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Strong problem-solving skills and the ability to make sound decisions in a fast-paced environment.
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Experience with incident, change, and problem management processes.
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Familiarity with IT systems, infrastructure, and service management tools.