Service Delivery Lead

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!!