Service Delivery Lead

Job Description:

The Service Delivery Lead is responsible for managing the end-to-end delivery of shared or managed services, ensuring SLA, KPI, contractual, and customer satisfaction targets are consistently achieved. The role serves as the primary operational liaison between customers, stakeholders, and delivery teams while driving service excellence, governance, risk management, and continuous improvement initiatives.

Key Responsibilities:

• •Lead day-to-day service delivery operations and ensure achievement of service performance targets.
• •Manage customer relationships, service reviews, escalations, and stakeholder communications.
• •Ensure compliance with ITIL best practices, governance frameworks, security requirements, and audit controls.
• •Drive continuous service improvement, automation, root cause analysis, and operational efficiency initiatives.
• •Monitor and report on service performance, risks, customer satisfaction, and improvement plans.
• •Support budgeting, forecasting, contract management, and commercial objectives.
• •Lead, coach, and develop service delivery teams while ensuring effective resource planning and workforce management.

Required Experience:

• •8-12 years of experience in IT Services, Shared Services, Managed Services, or Business Process Services.
• •3-5 years of leadership experience in service delivery or operations management.
• •Strong experience in customer management, service governance, and operational performance management.
• •Experience working in enterprise, outsourced, or multi-vendor environments is preferred.

Key Skills:

• •Service Delivery & ITIL Service Management
• •SLA/KPI Management
• •Customer & Stakeholder Management
• •Incident, Problem & Change Management
• •Leadership & Team Development
• •Governance, Risk & Compliance
• •Financial & Commercial Acumen
• •ITSM Tools (ServiceNow, Remedy, ServiceDesk Plus) and Service Analytics

Success Metrics: SLA/KPI achievement, customer satisfaction (CSAT), service stability, escalation management, continuous improvement delivery, audit compliance, financial performance, and employee engagement.

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