Service Delivery Lead

Job Description

We're looking for an experienced Service Delivery Lead / Associate Project Manager (PM) to help us manage Application managed services for critical applications. This role is perfect for someone who thrives in IT service management and project delivery. You’ll ensure that service delivery activities are executed smoothly within agreed SLAs while driving high-quality services. You’ll also have the opportunity to lead teams in an ITIL-based environment and make a significant impact across our organization. What You’ll Be Doing: Lead application managed services for business-critical applications, ensuring they operate at peak performance. Monitor and enforce adherence to SLAs, ensuring that our clients' needs are always met. Analyse monthly SLA reports and provide actionable recommendations to improve service quality and delivery. Plan, manage, and execute small-scale enhancements or projects, ensuring timely delivery with no roadblocks. Communicate progress effectively to stakeholders and customers, ensuring alignment and addressing any challenges. Collaborate with teams to ensure resources are equipped with the skills needed to maintain best practices and technical standards. Lead, mentor, and inspire a high-performing, people-first delivery team. Identify and manage risks related to technical applications and processes, developing strategies to mitigate these risks. Lead quality control activities, including root cause analysis, defect prevention, and brainstorming sessions to enhance service delivery. Ensure production fixes are approved and validated before deployment to minimize the disruptions. Ensure resources are allocated efficiently, and team members have the necessary skills for continuous growth and success. Lead weekly team and status meetings to track progress and address concerns. Develop and maintain Business Continuity Plans (BCP) to protect business-critical applications. Prepare estimates for enhancement work and produce Statements of Work (SOW) and Work Orders (WO) as needed. Requirements What We’re Looking For: Experience and skills: 6-8 years in production support, operational maintenance, and project management. Good knowledge on ITIL framework and a proven track record of managing service delivery within SLAs Experience handling small to medium-sized projects. Strong in resource planning, work allocation, and managing project timelines. Excellent communication and reporting skills to engage customers and stakeholders effectively. Strong leadership and team management skills with a people-first mindset. Exceptional client relationship management and communication abilities. Deep understanding of IT consulting practices, tools, and trends. Proven problem-solving and decision-making capabilities. Education: Bachelor's degree in IT related groups, Business Administration, or a related field. Master’s degree or relevant certifications (e.g., PMP, ITIL, Agile/Scrum) is a plus. What You Bring to the Table: Strong leadership and interpersonal skills to guide your team and influence stakeholders effectively. A proactive, problem-solving approach with an eye for detail. Ability to work under pressure and manage multiple priorities with ease. Benefits WHY JOIN US Everyone who joins our team is treated as a trusted member of the team, not a number. Ultimately your success is our success, so we invest in our People heavily. Here are the top reasons to join us: Developing you is a key focus - we help you craft your career Pioneers in Parental Leave benefits - we provide equality in our parental leave for all genders and parental types Doona Days - additional two days off for your mental health Fun is an everyday experience - we positively challenge you so, you enjoy your growth journey Competitive Compensation & Pay for Performance Opportunities to be more for yourself and others WHO WE ARE At Mivada , formerly LJM InfoTech, we believe that when you bring technology and the right people together, there's no limit to what you can achieve. Mivada is a high-growth technology consultancy, headquartered in Australia, offering services to both high-growth, mid-sized and global blue-chip clients. We run a hybrid model with the majority of our team onshore, as well as an offshore capability in India. We have the ability to support global businesses 24/7 365. Our flexible approach and strong reputation have led to repeat work and growth. Our clients are our advocates. We believe cultural fit is as important as technical skills . We operate as a team, supporting and learning from each other and we genuinely care about our clients’ success. Our Leaders are accessible, humble, and sometimes pretty funny! We like to enjoy our time at work, which means we encourage each other to shoot for the moon!