Service Delivery Lead

Job Summary

We are seeking an IT Service Delivery Leader to play a crucial role in ensuring that IT services are delivered efficiently and effectively to meet the needs of an organization. SDL need to ensure Digital & Technology Service Delivery is providing world class support to our internal and external clients.

Years of experience needed

• Relevant experience of 10+ years.
• Qualifications A bachelor s degree in IT, Computer Science, Business Management, or a related field. A master s degree or relevant certifications (e.g., ITIL, PMP) can be advantageous..

Technical Skills:

• Service Management: Oversee the delivery of IT services, ensuring they meet the required service levels and quality standards.
  • Governance on IT service delivery with key stakeholders in US.
  • Develop and maintain relationships with local US vendors (Telecom, Infrastructure, Printers etc) to ensure that the service levels are aligned
• Customer Relationship Management: Develop and maintain strong relationships with internal and external customers to understand their needs and ensure satisfaction.
  • Tech point of contact for internal and external customers
• Incident, Problem and Change Management: Manage and resolve service-related issues, ensuring minimal disruption to business operations.
  • Manage P1 incidents by running the bridge, getting resolver teams together to work on solving the issue
  • Identify recurring issues and work towards increasing availability
  • Ensure all changes are approved and signed of before they are moved to production
  • Ensure testing of changes in production during the change window
• Process Improvement: Identify opportunities for improving service delivery processes and implement best practices.
• Compliance: Ensure all IT services comply with relevant regulations and standards.

Certifications Needed:

• ITIL V4, PMP
• Exposure in AWS or Azure Cloud