Service Delivery Lead Job Description

Service Delivery Lead Job Description

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Service delivery lead provides management oversight for the development, deployment, monitoring, maintenance, upgrade, and support of all cloud and on-premise IT infrastructure systems, including telecommunications, servers, storage, network, operating systems, hardware, software, and peripherals.

Service Delivery Lead Duties & Responsibilities

To write an effective service delivery lead job description, begin by listing detailed duties, responsibilities and expectations. We have included service delivery lead job description templates that you can modify and use.

Sample responsibilities for this position include:

Manage the delivery of high quality service & support for Production Application Support
End to end operational focus - Application, Infrastructure Support, Operational Costs & Productivity, Utilization, Quality, Incident, and Problem & Service Level Management
Work with Transformation Project teams to bring the operations in-line with the target state operating model
Tool consolidation & re-engineering to fit the operating model and/or company strategy
Provide architectural and scope input to new projects for Unix Security Infrastructure
Escalation point for second level support
Diagnose and formulate remediation plan arising from critical production issues
Provide SME technical support to second level production support team
People development and coaching, high performance leadership and motivation of team members
Support selection of new team members and education according to agreed plan

Service Delivery Lead Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Service Delivery Lead

List any licenses or certifications required by the position: ITIL, PMP, PMI, II, IAT, SSL, CPA, ITSM

Education for Service Delivery Lead

Typically a job would require a certain level of education.

Employers hiring for the service delivery lead job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Computer Science, Business, Education, Technical, Engineering, Information Systems, Information Technology, Business/Administration, Finance, Management

Skills for Service Delivery Lead

Desired skills for service delivery lead include:

Several key domains relevant to the program
Processes and related systems to effectively perform responsibilities
Human resources policies and procedures
Hardware
Account management
Areas of functional
Change/release management
Current network and operating systems
Enterprise software
Incident/request management

Desired experience for service delivery lead includes:

Fiscal-Close Readiness Planning
Capacity planning for L2S
Overtime requirements planning for L2S
Readiness communication plus CP&F & Field Readiness update & maintenance
Lead triage & Regional Operations Center calls responsible for updating service status
Agree on plan to address any issues preventing metric success

Service Delivery Lead Examples

1

Service Delivery Lead Job Description

Job Description Example
Our company is looking for a service delivery lead. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service delivery lead
  • Communication Rhythm
  • Communicate metrics, performance, and opportunities to all stakeholders’ weekly/monthly/quarterly
  • Quarterly Post Mortems to assess areas for improvement
  • Manage the Center of Excellence and look for any opportunities to improve L2S services
  • Engage & Influence
  • Builds close relationship with CP&F Sales Operations Managers team
  • Establish a strong RoB within the North America region to manage Field Engagement
  • Partner with a global virtual team that owns pre-sales activities to drive best practices and standardization worldwide
  • Understand and influence close management processing for alignment to most critical deals pipelined for month end close
  • Champion KHC MBO’s and lead necessary operation/ customer business process strategies and supply chain interactions to improve performance delivery, cost effectiveness, and service excellence
Qualifications for service delivery lead
  • Greenbelt Certification required
  • Familiarity working with Remedy 8.1 Change Management System (preferred, but not required)
  • Working knowledge of Infrastructure and Operations competencies (Data Center Architecture, Networking, Telecommunications, Information Security, IT Service Desk)
  • Responsible for delivering a License Management Service SOW
  • Ensure organizational goals and contractual commitments are met
  • Assist in getting items though the procurement process to ensure all requirements and commitments are realized
2

Service Delivery Lead Job Description

Job Description Example
Our company is growing rapidly and is looking for a service delivery lead. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for service delivery lead
  • Advocate with both customer and internal partners on delivery challenges tied to scheduling, resource availability, and critical initiatives
  • Maintain regular communication and cadences that are fit for purpose w/ client needs
  • Working closely with third party providers and/ local Process expert to ensure delivery in line with established service levels and service line strategy
  • Serves as source of functional understanding of processes, tools, and integration of LMDW plant equipment with IT platforms, LMDW business knowledge
  • Manage, prepare and deliver highly-effective and consistent educational training presentations, documentation, videos, and other material, in consultation with business and service owners and IT teams, to customers and IT team members in support of the services across the IT service portfolio
  • Engage with site tiered accountability process
  • Ensure a good level of communication with CIB infrastructure teams via regular transversal infrastructure reviews, ad-hoc contacts if/when required
  • Coordinate with other IT teams (Active Directory, Exchange, Server, Storage, Networking, ) to ensure requests and incidents from Sr
  • Stay current with desktop applications and can optimize the performance of these applications (MS Office Suite, Skype, iTunes)
  • People Management - including all HR related issues, and staff career development
Qualifications for service delivery lead
  • Support New business pursuits and opportunities
  • Engineering software knowledge (IBM Rational, Catia ) is a plus
  • Experience with a Marketing automation system is a plus (Marketo)
  • Individual must possess a Master degree in Computer Science or similar, with a minimum of 5 years of experience in Business Intelligence
  • Backend and frontend tools expertise related to Business Intelligence is required
  • Business Intelligence development background is preferred
3

Service Delivery Lead Job Description

Job Description Example
Our growing company is hiring for a service delivery lead. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for service delivery lead
  • Recommend process development based on customer feedback and analysis of the same
  • Decision making on any matters relating to improving revenue generation and customer satisfaction
  • Effective individual and team time management to meet service delivery
  • Motivational leader - Proactive in training compliance and staff career development
  • Conduct and follow up performance evaluations at both the six-week and ten-week periods and/or as required
  • Assist in the quality hiring and selection process of front liners
  • Data gathering - compiling relevant reports on team’s performance and customer feedback
  • Facilitation of induction classes as necessary
  • Facilitation of client and company required continued education classes to associates, team leads and managers
  • Monitor and drive training compliance of front liners, operational and support staff
Qualifications for service delivery lead
  • Preferable Graduate level, or suitable experience
  • Systems implementation experience within the consumer packaged goods industry
  • ITIL accreditation preferable
  • Ability to build and maintain successful relationships across the business, IS community and within the delivery function
  • The position requires a proven leader, with 10 years of business/IT experience
  • At least 8 years of experience delivering and maintaining large global systems
4

Service Delivery Lead Job Description

Job Description Example
Our company is looking for a service delivery lead. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for service delivery lead
  • Monitor order progress and escalate as appropriate with internal and external suppliers
  • Meeting metrics
  • Develop relationship with client counterparts
  • Manage contract terms and conditions
  • Coordinate and manage assigned capability roles
  • Develop and oversee the sustaining processes and procedures of the Event Management Monitoring Services
  • Work with application, infrastructure and security teams to integrate their monitoring tools and develop automation solutions and processes into Event Management capabilities
  • Provide expertise and authority for managing assigned projects within defined parameters ensuring all project initiatives follow established standards
  • Develop and maintain working relationships with other departments and teams to ensure effective implementation of core business strategies and procedures
  • Serve as a backup for the Automation Manager
Qualifications for service delivery lead
  • Experience in business process leadership
  • Ability to manage through ambiguity lead change
  • Firm understanding of IT Service Management processes & ITIL v3
  • 10+ years in managing delivery of infrastructure services
  • Strong Data warehousing skills including ETL and end-user access issues
  • The primary function of this role is to work closely with the market, our service partners and GDBS team, to coordinate quality delivery and support of regional commercial applications/services in CCA&PEBAC units
5

Service Delivery Lead Job Description

Job Description Example
Our company is looking to fill the role of service delivery lead. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for service delivery lead
  • Maintain adherence to agreed upon SLA’s and provide status on automation projects and opportunities
  • Manage employee break schedules & compliance
  • Assist in the creation and maintenance of employee schedules
  • Conduct performance reviews for agents and manage their professional development
  • Manage service delivery and responsible for meeting Service Level Agreements
  • Team Management, Escalation Management & Client Management
  • Deployment Readiness 
  • Please note that only those who are selected for an interview will be contacted
  • Takes ownership of training/projects assigned, including coordination of supplies, equipment and training materials
  • Reviews and analyzes client’s training materials and recommends necessary changes to provide increased effectiveness
Qualifications for service delivery lead
  • Bachelor’s Degree and at least 5 years of delivery management experience in within a services environment (BPO)
  • Supply Chain Management expertise, with specialty on planning and (spare parts) order fulfilment
  • Track record on financial, operational excellence, contracting and continuous improvement
  • Main work location in Eindhoven region [<15% travels]
  • Understanding of Taco Bell systems and Franchisee models
  • This position will require 50% travel mainly in Dallas area, however could require travel throughout Texas

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