Job description
About Our Client
We are seeking a seasoned lead Service Delivery to drive strategic improvements, manage high-stakes escalations, and architect the methodology that governs our entire operations.
This role demands expertise in ITIL best practices, proactive risk mitigation, and strategic resource forecasting for complex, cross-functional implementations.
Responsibilities
Employ advanced, proactive risk management skills to "look around the corner" and identify systemic or complex delivery challenges, implementing preventative measures across the delivery methodology.
Drive continuous improvement by aligning the delivery methodology with ITIL framework best practices. Mentor junior staff on advanced process execution and governance.
Take responsibility for expert resource forecasting, capacity planning, and reporting on team workload/utilization to senior management to optimize operational efficiency.
Own and manage high-level, complex customer and vendor escalations to ensure rapid resolution and a positive outcome, protecting key relationships and revenue streams.
Manage and coordinate large-scale implementations that span Finance, Engineering, and Operations, ensuring all functional heads are aligned on project objectives.
Requirements
6+ years of extensive experience in Service Delivery leadership, managing complex implementations, and handling executive-level escalations.
Advanced knowledge and practical application of the ITIL framework in service transition and delivery management.
Proven ability to mentor staff, drive significant process improvements, and report on high-level operational metrics.
Deep understanding of how service delivery impacts financial reporting and ability to influence revenue realization strategy.
Ready to elevate your career? Apply now!
Please submit your CV and a brief cover letter detailing your relevant Service Desk experience and English proficiency
Note: Our team will only reach out to you if your application is selected for further consideration.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.