Lead IT Service Delivery & Provisioning
Summary
Leads IT service delivery strategy, manages high-stakes escalations, and improves ITIL-based operations for complex cross-functional implementations.
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.