Global IT Service Delivery Lead

We're searching for a Global IT Service Delivery Lead. This is a permanent opportunity that will require someone to be on site 3 days a week in the downtown St. Louis, MO office.

Position Summary

The Global IT Service Delivery Lead is responsible for ensuring the effective delivery of IT services and solutions to clients or internal stakeholders. This role oversees the day-to-day operations of service delivery, ensures adherence to service level agreements (SLAs), manages customer relationships, and leads continuous improvement initiatives to enhance service quality and efficiency.

Key Responsibilities

• Service Delivery Management
• Ensure all IT services are delivered effectively and meet agreed SLAs, OLA s and KPIs.
• Oversee incident, request, problem, and change management processes, ensuring compliance with ITIL best practices.
• Act as the escalation point for service issues and drive timely resolution.
• Ensure 24x7 global service coverage through optimized onshore/offshore staffing models, documented runbooks, and effective shift handovers.
• Build and maintain strong client relationships, ensuring customer satisfaction and trust.
• Communicate service performance, risks, and improvement opportunities to stakeholders.
• Ensure transparent communication during major incidents and post-incident reviews.
• Drive operational excellence by ensuring proactive incident and request trend analysis and root cause prevention for recurring incidents.
• Conduct regular service reviews with clients and internal teams.

Team Leadership

• Lead and mentor service delivery teams to ensure high performance and professional development.
• Manage onshore and offshore teams across multiple time zones in different countries.
• Allocate resources effectively across projects and services.
• Promote a culture of accountability, collaboration, and continuous improvement.

Governance & Reporting

• Track and report service performance metrics, identifying trends and improvement areas.
• Ensure compliance with organizational policies, standards, and security requirements.
• Manage budgets, forecasts, and resource planning for service delivery.

Continuous Improvement

• Identify and implement process improvements to enhance service efficiency and effectiveness.
• Work with technology teams to optimize tools, automation, and workflows.
• Support innovation initiatives aligned with business objectives.
• Champion automation and self-service capabilities to reduce manual effort and mean time to resolution (MTTR).
• Leverage data analytics and AI-driven insights to optimize service operations.
• Drive lessons-learned reviews and apply feedback loops into process enhancement.

Qualifications & Skills

• Education: Bachelor s degree in Information Technology, Computer Science, Business Administration, or related field (Master s degree preferred).
• Experience: 5+ years in IT Service Delivery, Operations Management, or related roles, with at least 2 years in a leadership position.
• Certifications (Preferred): ITIL Foundation/Intermediate, PMP, Agile/Scrum certifications.
• Technical Knowledge: Strong understanding of IT infrastructure, cloud services, applications, and ITIL processes.

Key Performance Indicators (KPIs)

• Achievement of SLA/KPI targets.
• Customer satisfaction (CSAT/NPS) scores.
• Service incident and problem resolution times.
• Efficiency improvements and cost optimization in service delivery.