Role Overview: The Service Delivery Lead works closely with the Service Delivery Manager to ensure smooth day-to-day IT operations. Focuses on monitoring performance, coordinating operational activities, and guiding technical teams for efficient service delivery.
Key Responsibilities:
- Monitor IT operations, including networks, endpoints, applications, and ServiceNow environments.
- Track service performance metrics and escalate issues when necessary.
- Coordinate with IT teams, developers, and client stakeholders to ensure timely service delivery.
- Assist in managing incidents, problems, changes, and service requests.
- Support process improvements and operational efficiency initiatives.
- Provide guidance and support to technical team members on operational tasks.
- Prepare operational reports and updates for management and clients.
Qualifications:
- 35 years of experience in IT operations, service delivery, or related technical roles.
- Familiarity with ITIL processes, network and endpoint management, and ITSM tools.
- Strong analytical, problem-solving, and communication skills.
- Experience coordinating technical teams and client communications.
- Bachelor's degree in Computer Science, IT, or related field; certifications like ITIL are a plus.
