Service Delivery Lead

Overview

• Are you ready to be a member of our talented and motivated team and bring your best every day?
• The IT Operations team is growing, and we are currently looking to hire a
• Lead, Service Delivery.
• What I will be doing:
• To lead and enhance the delivery of IT services across the organization, focusing on achieving high standards of user satisfaction and operational excellence.
• This role is critical in managing and improving the efficiency of incident, problem, and service request management processes.
• The aim is to minimize disruptions, optimize service response times, and ensure that IT services continuously align with the evolving needs of the business and contribute to its strategic objectives.
• ***Job Specific Responsibilities:***
• Direct the operational management of IT services to ensure consistent availability and reliability of IT systems across the organization.
• Implement and refine IT service management processes, including incident, problem, and service request management, to reduce disruptions and enhance user satisfaction.
• Develop metrics for IT service performance and conduct detailed analysis to track adherence to SLAs and identify areas for IT service improvement.
• Initiate and lead IT service improvement projects based on analytical insights, aiming for enhanced IT service efficiency and effectiveness.
• Facilitate collaborative sessions with IT teams to discuss IT service performance, gather feedback, and plan future IT service enhancements.
• Design feedback mechanisms to collect and analyze user satisfaction data specifically for IT services, leveraging findings to drive continuous IT service improvements.
• Supervise and mentor direct reports in managing daily IT service delivery tasks, ensuring professional growth and alignment with IT service management goals.
• Establish robust communication protocols to keep all IT stakeholders informed about IT service status, improvements, and ongoing issues.
• What I should I have:
• ***Qualification & Experience:***
• Bachelor’s degree in information technology or equivalent.
• 6 years of relevant working experience.
• ***Certifications:***
• ITIL® 4 Foundation (or higher).
• ***Technical Expertise:***
• Hands-on experience with ITSM processes/practices (Incident, Problem, Change and Service Request management).
• Understanding of ITSM frameworks and service lifecycle management.
• Ability to identify and drive continuous service improvements (CSI) initiatives.
• ***Collaboration & Leadership:***
• Proven ability to work closely with ITSM teams, cross-functional peers, and stakeholders to deliver high-quality services.
• Strong coordination skills to align operations, support teams, and business units.
• Excellent ability to listen actively, assess pain points, and translate insights into actionable improvements.
• Capability to visualize and implement process optimizations that enhance service quality and efficiency.
• ***Soft Skills:***
• Strong communication and stakeholder management skills.
• Ability to operate in a fast-paced, service-driven environment.
• What will make me a distinctive candidate:
• Previous experience in the energy or distribution sector.
• Hands-on experience with ServiceNow ITSM (Incident, Problem, Change and Service Request management).
• ***Can’t wait to meet the new valuable member in our high achieving team!!***