A Service Delivery Lead is responsible for making sure that services are being delivered on stakeholders. They oversee a variety of tasks, such as leading teams, rectifying applications issues, monitoring progress tracking KPIs, and managing expectations from stakeholders.
A service Delivery Lead plays a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Monitoring and managing desktop support, services desk, and VIP support functions to ensure optimal service
Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
Developing a deep understanding of projects to gain insights into the scope of service delivery
Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
Providing accurate andregular reports to the management on performance of the service delivery
Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.
Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
EDUCATION and EXPERIENCE
Bachelors degree in Information Technology, Computer Science or equivalent preferred.
1 2 years Service Desk experience or equivalent but not preferred
Excellent written and spoken English
Ability to comprehend, analyze, and interpret complex data
Ability to solve problems involving several options in situations.
Requires advanced analytical and quantitative skills.
OTHER SKILLS and ABILITIES
Must have background for IT Service Desk
Strong computer skills, advanced knowledge of Excel preferred
Strong verbal and written communication skills and ability to communicate with all levels of an organization.
Have knowledge in SQL and other related programming skills