Service Delivery Lead

QUALIFICATIONS:

- Bachelor's Degree

- Minimum of 7 years of experience as a Service Delivery Lead or in a similar role

- Extensive experience in Incident, Problem, and Change Management

- Strong experience in writing and publishing Incident Reports.

- Proficient in ITIL v3

- Strong background in Incident Analysis

- Advanced skills in Networking and IT Infrastructure

- Expertise in Open Systems

- Experience with Cloud Computing Technologies, including Azure and AWS

- Well-versed in Knowledge Management and Configuration Management

- Leadership experience is a must.

JOB DESCRIPTION:

Overseeing the delivery of services to clients or customers, ensuring they meet agreed-upon standards and expectations. They play a critical role in managing the end-to-end service delivery process, coordinating between teams, and ensuring that operations run smoothly.

Service Management: Ensures that services are delivered efficiently and meet quality standards, often aligning with service level agreements (SLAs) or key performance indicators (KPIs).
Team Leadership: Manages and leads the service delivery team, ensuring proper resource allocation, training, and performance.
Client Relationships: Acts as the main point of contact for clients, managing expectations, addressing concerns, and fostering a positive relationship.
Problem Solving: Identifies potential service issues and implements solutions to mitigate risks.
Continuous Improvement: Seeks ways to improve processes and increase efficiency in service delivery.
Reporting: Tracks service performance metrics, prepares reports, and communicates results to stakeholders.