Service Delivery Leader Job Description
Service delivery leader
provides relationship management to all Corporate entities for all IT Security Operational Services including escalation point for any IT Security Operations Service issues.
Service Delivery Leader Duties & Responsibilities
To write an effective service delivery leader job description, begin by listing detailed duties, responsibilities and expectations. We have included service delivery leader job description templates that you can modify and use.
Sample responsibilities for this position include:
Ensure all necessary services are available and that workloads are run in line with required service levels, and delegate tasks to members of the team
Support all Operations & Maintenance (O&M) operational processes
Perform collateral duties as assigned to meet business needs as they relate to Environmental Health & Safety (EHS), Quality, Integrity
Manage a portfolio of business clients
Oversee regional or country vendors that may be engaged to support the initiative, ensuring compliance with the firm’s TPMO requirements
Proactively anticipate and prevent service delivery issues and barriers, acting swiftly to engage appropriate resources, communicate/escalate
Train and develop resources across the regional HRSD portfolio to potentially provide resiliency to other HRSD teams
Strategically partner with External Reporting, Treasury, Finance, Risk, and other Basel functional groups to represent controllership, assist in improving company-wide processes related to financial reporting
Prepare and calculate the capital position and regulatory capital requirements for AXP, while applying US GAAP principles and adhering to regulatory requirements
Manage process to prepare, improve, and standardize weekly, monthly, and quarterly Bank financial and regulatory filings and deliverables while ensuring the integrity of financial controls and reporting
Service Delivery Leader Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Service Delivery Leader
List any licenses or certifications required by the position: ITIL, PMP, HDI, GB
Education for Service Delivery Leader
Typically a job would require a certain level of education.
Employers hiring for the service delivery leader job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in MBA, Leadership, Business, Engineering, Technical, Computer Science, Graduate, Education, Finance, Business/Administration
Skills for Service Delivery Leader
Desired skills for service delivery leader include:
Networking
Security concepts and experience delivering technology solutions and products
CyberSecurity Network Security
Heterogeneous environments used by enterprise customers
Workforce Management Process & Methodologies
Corporate travel economics and processes
Dashboard reporting
Driving SLA driven deadlines and operations is a pre-requisite
Operational metrics
Services in the service areas
Desired experience for service delivery leader includes:
Support Controllership’s implementation and automation of the Standardized and Advanced Capital Adequacy Frameworks (Basel III Accord)
Collaboratively partner with Technology and other teams to create dynamic, accurate, and automated legal entity reporting for AXP
A proactive team player with strong interpersonal and collaboration skills
Monitor on a continuous basis leading indicators of Performance [Productivity, Compliance, Service Levels And Quality] Customer Satisfaction levels
Total work experience of approx
Premium customer service experience (preferably in BFSI, additional B2B experience also helpful) with direct people management experience (approx
Service Delivery Leader Examples
1
Service Delivery Leader Job Description
Job Description Example
Our growing company is hiring for a service delivery leader. 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 leader
- Partnering with numerous regional teams to drive innovation, best practices and global synergies Strong business and financial acumen, with solid quantitative skills and creativity in developing insightful analytics
- In case of service level breach, make sure the appropriate corrective action plan is developed and implemented
- For all technical changes, approve that the change plan, risk mitigation plan and schedule are acceptable from a business point of view
- Manages all software audits and situations
- Responsible for operational delivery of service commitments across a customer system
- Key partner and advisor to Customer’s team
- Owns daily operations, , scheduling manpower, installs, shift coverage, training
- Partner with other areas such as account management to resolve issues
- Analyse trends, identify service enhancement opportunities, and partner with necessary areas to implement the enhancements
- Develop, implement, and maintain escalated resolution processes in an effort to minimise escalations
Qualifications for service delivery leader
- Working knowledge of Six Sigma / Lean methodologies / statistical analysis tools and exposure to industry recognized structured methodologies viz
- Minimum 7+ years of experience developing and managing large teams across multiple locations, with experience in managing the dynamics of widely dispersed team
- High degree of focus on achieving customer satisfaction score goals and executing the net promoter score strategy within the business
- Ability to manage and engage teams virtually
- Ability to travel (approx 10%) for crisis management situations and regular business review with clients at onsite locations
- Should have excellent understanding of business metrics and performance management for customer services and back office processes
2
Service Delivery Leader Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of service delivery leader. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service delivery leader
- Global Process Owner for key talent processes eg
- Reporting to the Customer Service Manager or Supervisor
- Leading and motivating a team of Business Travel Consultants
- Monitor the quality, policy adherence and efficiency of service delivery by the team and assist in their training/coaching and development
- Conduct and engage in monthly and bi-annual review sessions with the team looking at individual performance
- Deliver monthly Consultant Scorecard and quality Feedback
- Ensure all incentive opportunities are optimized by the team
- Be creative in setting key performance indicators
- Achievement of individual sales targets as specified through monthly agent performance review (Scorecard)
- Communication of strategies and thoroughly supported action plans with relevant training/coaching as required
Qualifications for service delivery leader
- Deep understanding of licensing mechanisms and contracts, including interpreting licensing product use rights
- Deep understanding of Software Asset Management lifecycle processes
- Experience in software procurement, contracts and licensing models
- Experience in data analysis and working with incomplete data sets
- Strong experience in Excel and other typical data analysis tools
- Drive key strategic initiatives focused on improving the end to end processes based out of Manila taking into consideration upstream and downstream processes
3
Service Delivery Leader Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of service delivery leader. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service delivery leader
- Assist the Travel Consultants in using their knowledge of the in-house web-based booking tool and customer questioning skills to identify opportunities to achieve ‘best value’ from client spend
- Leading, motivating and developing a team of Corporate Travel Consultants
- Monitor the quality, policy adherence and efficiency of service delivery by the team and assist in their training and development
- Assist the Corporate Travel Consultants in using their knowledge of in-house web-based booking tool and customer questioning skills to identify opportunities to achieve ‘best value’ from the clients spend
- Conduct monthly and bi-annually review sessions with the team looking at individual performance
- Possess a clear understanding of Egencia’s preferred supplier policy, using judgment and selling skills to promote suppliers wherever possible
- Achievement of individual and team annual sales targets
- The Service Delivery Leader undertakes both commercial and service delivery management of large on-site deals for Outsourcing
- Manage the operational delivery for the team
- Work on the strategic roadmap to understand end to end linkages and drive transformational improvements
Qualifications for service delivery leader
- Must have excellent communication, cross-cultural experience and interpersonal skills of a high order and should be able to interact independently with senior business partners / customers
- Should be tenured for a minimum of 18 months at Band 30 and 12 months at Band 35 in the current role as on the date of application deadline
- Takes initiative to identify current and potential problems and determines the best solution
- Relevant understanding of the Security Administration industry
- Strong knowledge of operational procedures, workflows and policies for most customer/user groups for platforms such as Legacy, Triumph
- Strong software skills, which include the Microsoft Office suite of products
4
Service Delivery Leader Job Description
Job Description Example
Our growing company is looking for a service delivery leader. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for service delivery leader
- Work in close collaboration with Industry Leader(s) to a) keep on updated on delivery issues & challenges
- Ownership of overall management of service delivery team
- Regularly review client SLAs to ensure we are meeting client expectations
- Recognize and manage risks or issues that may arise across clients to protect against further errors and omissions
- Recommend equipment, supplies, or process workflow improvements to customer and facilitate implementation of those recommendations
- Working in collaboration with the Infrastructure Engineering Leaders
- Strategy and implementation of capabilities to automate vendor and partner payment processes
- Experimentation and innovation with emerging technology including Artificial Intelligence (AI) based chatbots , Robotics/RPA and other to improve operational efficiency in Procure to Pay process
- Translate product roadmap into a product backlog of well-defined epics and features for a product or suite of Products with appropriate acceptance criteria
- Manage day to day operations and pipeline of tasks for team and ensure timely and accurate delivery
Qualifications for service delivery leader
- Successfully completed studies in business informatics, informatics or a similar training
- 3-5 years of experience in the fields of 1st and 2nd level support or server operations and initial experience as a team leader or project leader
- Experience with working in teams at different locations, international experience is a plus
- Hands-On mentality, solution-oriented way of working
- In depth knowledge of Business Intelligence platforms such as Actuate/ JasperSoft
- Must have strong, proven people management skills
5
Service Delivery Leader Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of service delivery leader. 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 leader
- Responsible for Account movements across Large and Middle Market US Commercial
- Read, assess and action weekly requests from the Field
- Ensure accurate and timely allocation of accounts
- Calculate and administer target adjustments with account movements
- Lead projects to streamline the process and leverage wider CoE capabilities to drive improvements
- Communicate across DS&I New York, the Field and Leadership teams on a weekly basis
- Provide guidance and expertise to Team Leads and Analysts
- Build and maintain relationships with a network of key stakeholders and contacts across all business partners involved in new and existing projects, quality monitoring and project creation and implementation
- Develop significant understanding of end-to-end businesses with the Consumer Engagement Network (CEN) team and support implement projects that impact these processes
- Identifying and reporting on compliance issues and their root causes for review by manager
Qualifications for service delivery leader
- Respond to inquiries of (i) Federal Reserve related to the regulatory filings
- This position is responsible for ensuring compliance with the Information Security Key Requirements such as Service Continuity framework, Business T, Enterprise Assess review and Data Loss Prevention program for AXP Staff Group
- Support the Service Continuity audits and regulatory requirements such as resolution planning
- A thinking out of the box motivator
- Strong communication skills – friendly, confident manner with all levels of colleagues
- Experience in a similar blue-chip corporate travel environment