Service Delivery Lead

QUALIFICATIONS: Bachelor's DegreeMinimum of 7 years of experience as a Service Delivery Lead or in a similar roleExtensive experience in Incident, Problem, and Change ManagementStrong experience in writing and publishing Incident Reports.Proficient in ITIL v3Strong background in Incident AnalysisAdvanced skills in Networking and IT InfrastructureExpertise in Open SystemsExperience with Cloud Computing Technologies, including Azure and AWSWell-versed in Knowledge Management and Configuration ManagementLeadership 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.