Service Delivery Lead Job Description
Service Delivery Lead Duties & Responsibilities
To write an effective service delivery lead job description, begin by listing detailed duties, responsibilities and expectations. We have included service delivery lead job description templates that you can modify and use.
Sample responsibilities for this position include:
Service Delivery Lead Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Service Delivery Lead
List any licenses or certifications required by the position: ITIL, PMP, PMI, II, IAT, SSL, CPA, ITSM
Education for Service Delivery Lead
Typically a job would require a certain level of education.
Employers hiring for the service delivery lead job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Computer Science, Business, Education, Technical, Engineering, Information Systems, Information Technology, Business/Administration, Finance, Management
Skills for Service Delivery Lead
Desired skills for service delivery lead include:
Desired experience for service delivery lead includes:
Service Delivery Lead Examples
Service Delivery Lead Job Description
- Communication Rhythm
- Communicate metrics, performance, and opportunities to all stakeholders’ weekly/monthly/quarterly
- Quarterly Post Mortems to assess areas for improvement
- Manage the Center of Excellence and look for any opportunities to improve L2S services
- Engage & Influence
- Builds close relationship with CP&F Sales Operations Managers team
- Establish a strong RoB within the North America region to manage Field Engagement
- Partner with a global virtual team that owns pre-sales activities to drive best practices and standardization worldwide
- Understand and influence close management processing for alignment to most critical deals pipelined for month end close
- Champion KHC MBO’s and lead necessary operation/ customer business process strategies and supply chain interactions to improve performance delivery, cost effectiveness, and service excellence
- Greenbelt Certification required
- Familiarity working with Remedy 8.1 Change Management System (preferred, but not required)
- Working knowledge of Infrastructure and Operations competencies (Data Center Architecture, Networking, Telecommunications, Information Security, IT Service Desk)
- Responsible for delivering a License Management Service SOW
- Ensure organizational goals and contractual commitments are met
- Assist in getting items though the procurement process to ensure all requirements and commitments are realized
Service Delivery Lead Job Description
- Advocate with both customer and internal partners on delivery challenges tied to scheduling, resource availability, and critical initiatives
- Maintain regular communication and cadences that are fit for purpose w/ client needs
- Working closely with third party providers and/ local Process expert to ensure delivery in line with established service levels and service line strategy
- Serves as source of functional understanding of processes, tools, and integration of LMDW plant equipment with IT platforms, LMDW business knowledge
- Manage, prepare and deliver highly-effective and consistent educational training presentations, documentation, videos, and other material, in consultation with business and service owners and IT teams, to customers and IT team members in support of the services across the IT service portfolio
- Engage with site tiered accountability process
- Ensure a good level of communication with CIB infrastructure teams via regular transversal infrastructure reviews, ad-hoc contacts if/when required
- Coordinate with other IT teams (Active Directory, Exchange, Server, Storage, Networking, ) to ensure requests and incidents from Sr
- Stay current with desktop applications and can optimize the performance of these applications (MS Office Suite, Skype, iTunes)
- People Management - including all HR related issues, and staff career development
- Support New business pursuits and opportunities
- Engineering software knowledge (IBM Rational, Catia ) is a plus
- Experience with a Marketing automation system is a plus (Marketo)
- Individual must possess a Master degree in Computer Science or similar, with a minimum of 5 years of experience in Business Intelligence
- Backend and frontend tools expertise related to Business Intelligence is required
- Business Intelligence development background is preferred
Service Delivery Lead Job Description
- Recommend process development based on customer feedback and analysis of the same
- Decision making on any matters relating to improving revenue generation and customer satisfaction
- Effective individual and team time management to meet service delivery
- Motivational leader - Proactive in training compliance and staff career development
- Conduct and follow up performance evaluations at both the six-week and ten-week periods and/or as required
- Assist in the quality hiring and selection process of front liners
- Data gathering - compiling relevant reports on team’s performance and customer feedback
- Facilitation of induction classes as necessary
- Facilitation of client and company required continued education classes to associates, team leads and managers
- Monitor and drive training compliance of front liners, operational and support staff
- Preferable Graduate level, or suitable experience
- Systems implementation experience within the consumer packaged goods industry
- ITIL accreditation preferable
- Ability to build and maintain successful relationships across the business, IS community and within the delivery function
- The position requires a proven leader, with 10 years of business/IT experience
- At least 8 years of experience delivering and maintaining large global systems
Service Delivery Lead Job Description
- Monitor order progress and escalate as appropriate with internal and external suppliers
- Meeting metrics
- Develop relationship with client counterparts
- Manage contract terms and conditions
- Coordinate and manage assigned capability roles
- Develop and oversee the sustaining processes and procedures of the Event Management Monitoring Services
- Work with application, infrastructure and security teams to integrate their monitoring tools and develop automation solutions and processes into Event Management capabilities
- Provide expertise and authority for managing assigned projects within defined parameters ensuring all project initiatives follow established standards
- Develop and maintain working relationships with other departments and teams to ensure effective implementation of core business strategies and procedures
- Serve as a backup for the Automation Manager
- Experience in business process leadership
- Ability to manage through ambiguity lead change
- Firm understanding of IT Service Management processes & ITIL v3
- 10+ years in managing delivery of infrastructure services
- Strong Data warehousing skills including ETL and end-user access issues
- The primary function of this role is to work closely with the market, our service partners and GDBS team, to coordinate quality delivery and support of regional commercial applications/services in CCA&PEBAC units
Service Delivery Lead Job Description
- Maintain adherence to agreed upon SLA’s and provide status on automation projects and opportunities
- Manage employee break schedules & compliance
- Assist in the creation and maintenance of employee schedules
- Conduct performance reviews for agents and manage their professional development
- Manage service delivery and responsible for meeting Service Level Agreements
- Team Management, Escalation Management & Client Management
- Deployment Readiness
- Please note that only those who are selected for an interview will be contacted
- Takes ownership of training/projects assigned, including coordination of supplies, equipment and training materials
- Reviews and analyzes client’s training materials and recommends necessary changes to provide increased effectiveness
- Bachelor’s Degree and at least 5 years of delivery management experience in within a services environment (BPO)
- Supply Chain Management expertise, with specialty on planning and (spare parts) order fulfilment
- Track record on financial, operational excellence, contracting and continuous improvement
- Main work location in Eindhoven region [<15% travels]
- Understanding of Taco Bell systems and Franchisee models
- This position will require 50% travel mainly in Dallas area, however could require travel throughout Texas