Service Delivery Lead

Service Delivery Lead

Experience: 12+ Years
Location: Pune
Employment Type: Full-Time

Job Summary

We are seeking an experienced Service Delivery Lead to manage end-to-end service delivery for enterprise customers. The role involves driving operational excellence, customer satisfaction, SLA compliance, governance, stakeholder management, and continuous service improvement across large-scale IT environments.

Key Responsibilities

• Lead service delivery operations for assigned accounts/programs.
• Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments.
• Manage service governance meetings, customer reviews, and escalations.
• Drive incident, problem, change, release, and service request management processes.
• Collaborate with delivery, infrastructure, application, cloud, and support teams.
• Monitor delivery performance and implement continuous improvement initiatives.
• Manage customer relationships and act as the primary service delivery contact.
• Drive automation, process optimization, and operational efficiency programs.
• Prepare service reports, dashboards, and executive-level presentations.
• Manage risks, compliance requirements, and audit activities.
• Lead geographically distributed teams and vendor management activities.

Mandatory Skills

• IT Service Management (ITSM)
• Service Delivery Management
• ITIL Framework
• Incident, Problem, Change & Release Management
• Service Governance & Reporting
• SLA/KPI Management
• Stakeholder & Customer Management
• Risk & Compliance Management
• Vendor Management