Project Based Service Delivery Lead (12 mos)

This role is accountable for managing day-to-day service operations, maintaining strong client relationships, driving continuous service improvement initiatives, and ensuring alignment between technical teams and business objectives. The SDL serves as the primary point of accountability for service quality, operational excellence, customer satisfaction, and overall service performance.

1. Service Delivery Management

• Lead and oversee end-to-end IT service delivery across all support functions, including Service Desk, Network, Systems, HCI, and related infrastructure services.
• Ensure all services are delivered in compliance with agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and contractual obligations.
• Monitor service performance metrics and implement corrective actions to address service gaps and ensure continuous improvement.

1. Client Relationship Management

• Act as the primary point of contact for all client service-related concerns and escalations.
• Facilitate regular service review meetings on a weekly, monthly, and quarterly basis.
• Manage client expectations and maintain a high level of customer satisfaction through proactive communication and service excellence.
• Provide timely updates, resolution status, and clear communication regarding incidents and service concerns.

1. Incident, Problem, and Escalation Management

• Oversee major incident management processes to ensure timely resolution and minimal business disruption.
• Ensure proper escalation handling procedures and effective communication flow across all stakeholders.
• Review Root Cause Analysis (RCA) reports and ensure implementation of preventive and corrective actions.
• Drive initiatives aimed at reducing recurring incidents and improving service stability.

1. Team and Resource Management

• Manage and supervise service delivery teams, including L1, L2, and L3 support engineers.
• Ensure effective resource allocation, workforce scheduling, and workload distribution.
• Monitor team productivity and performance against established objectives and KPIs.
• Provide coaching, mentoring, and regular performance feedback to support employee development.

1. Service Performance and Reporting

• Track, analyze, and report key service metrics, including SLA compliance, ticket volumes, resolution times, and service trends.
• Prepare and present comprehensive service performance reports to internal management and clients.
• Identify areas for operational improvement through data analysis and reporting insights.
• Ensure all reports and documentation are accurate, timely, and aligned with reporting standards.

1. Continuous Service Improvement (CSI)

• Identify and implement opportunities to enhance service quality, operational efficiency, and process effectiveness.
• Drive process improvement initiatives and automation efforts aligned with business objectives.
• Promote and enforce best practices based on IT service management frameworks such as ITIL.
• Ensure lessons learned are documented and integrated into operational processes.

1. Change and Release Coordination

• Oversee change management activities impacting service delivery and operational environments.
• Ensure appropriate planning, risk assessment, approval, and communication for all change implementations.
• Coordinate with technical teams to ensure successful deployment, validation, and post-change monitoring.
• Minimize service disruptions during change and release activities.

1. Vendor and Stakeholder Management

• Coordinate with third-party vendors, partners, and service providers to ensure service quality and performance standards are met.
• Monitor vendor performance and address vendor-related escalations or service issues.
• Collaborate with internal stakeholders to ensure seamless and efficient service delivery operations.

1. Governance and Compliance

• Ensure compliance with organizational policies, procedures, standards, and regulatory requirements.
• Support audit activities and compliance assessments as required.
• Maintain accurate documentation, governance controls, and operational records.
• Ensure adherence to data security policies and applicable regulatory standards.

1. Financial and Contract Management

• Monitor service delivery costs and optimize resource utilization to achieve operational efficiency.
• Support contract management activities, including renewals, scope alignment, and service reviews.
• Ensure service delivery remains within approved budget and contractual scope.
• Identify opportunities for service enhancement, expansion, and operational optimization.

1. Other Requirements

• Must be willing to work on shifting schedules and client-driven working hours, including 24/7 operations when required.
• Capable of managing multiple clients and accounts within a Managed Services Provider (MSP) environment.
• Demonstrate strong stakeholder management, communication, and interpersonal skills.
• Must be willing to be reassigned to other MSP clients upon completion or termination of current engagements, as required by business needs.
• Must be adaptable to new client environments and responsibilities while maintaining professionalism and service excellence.

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field preferred.
• Minimum of 3–10 years of experience in IT operations and service delivery management.
• At least 2–3 years of leadership or managerial experience in an IT environment.
• ITIL certification is preferred.
• Strong understanding of IT Service Management (ITSM) principles and best practices.
• Proven experience managing IT service delivery within an MSP or enterprise environment.
• Strong knowledge of key IT domains, including Network Infrastructure, Hyper-Converged Infrastructure (HCI), Cloud Technologies, and IT Security.
• Excellent leadership, communication, analytical, and problem-solving skills.