Job
Description
The Service Delivery Lead is responsible for the successful delivery of services to clients, ensuring they are provided with high-quality solutions that meet expectations. This role involves managing client relationships, coordinating with various teams, monitoring performance, and ensuring services are delivered within agreed-upon service level agreements (SLAs). Key Responsibilities: Service Delivery Management: Oversee the end-to-end delivery of services to clients, ensuring they meet quality standards, SLAs, and client expectations. Client Relationship Management: Act as the primary point of contact for clients, ensuring open communication, addressing concerns, and building strong, long-lasting relationships. Team Leadership: Lead, motivate, and support cross-functional teams to ensure the effective execution of service delivery. Problem Resolution: Identify and resolve service delivery issues, ensuring minimal disruption to clients and maintaining high satisfaction levels. Process Improvement: Continuously review and improve service delivery processes to enhance efficiency, effectiveness, and customer satisfaction. Performance Monitoring: Track and report on service performance metrics, ensuring SLAs and KPIs are consistently met. Collaboration: Work closely with other departments (such as IT, operations, and support teams) to ensure services are delivered according to the defined requirements. Risk Management: Proactively identify and mitigate any potential risks or challenges related to service delivery. Reporting: Prepare regular reports on service delivery performance, client feedback, and ongoing improvements. Escalation Management: Handle escalations from clients, addressing concerns and ensuring timely resolutions. Qualifications: Education: A Bachelor's degree in Business, IT, or a related field is often preferred. Experience: At least 10 - 12 years of experience in service delivery preferably in IT industry Skills: Knowledge and Understanding of IT environments Servicedesk operations and Infrastructure support Strong leadership and team management abilities. Excellent communication and interpersonal skills. In-depth knowledge of service delivery processes and methodologies. Experience with service management tools (e.g., ITIL, ServiceNow, etc.). Strong analytical and problem-solving skills. Ability to manage multiple projects and priorities simultaneously. Desired Attributes: Customer-Focused: Strong commitment to customer satisfaction and service excellence. Detail-Oriented: Ability to focus on the small details while keeping an eye on the broader strategic goals. Proactive: Ability to anticipate issues and address them before they impact service delivery. Adaptable: Willingness to adjust to changing client needs and market conditions. Results-Driven: Focused on achieving service goals and delivering measurable outcomes.
