Service Delivery Lead

Job description

About the Job:
The Service Delivery Lead will be responsible for overseeing and managing the end-to-end delivery of services to clients, ensuring that all services are delivered efficiently, within agreed-upon timelines, and in line with client expectations. The role involves managing service operations, leading a team, resolving incidents, and implementing process improvements. The ideal candidate will have strong leadership skills, a customer-centric approach, and experience in service management frameworks.

Key Responsibilities:
-Service Delivery Management: Oversee the day-to-day management of service delivery, ensuring services are provided to clients in accordance with agreed service levels, timelines, and quality standards. Ensure all service delivery projects are completed on time, within budget, and to the client's satisfaction. Coordinate cross-functional teams to ensure effective execution of service delivery plans and to meet client expectations.
-Client Relationship Management: Serve as the primary point of contact for clients, building and maintaining strong, positive relationships. Proactively engage with clients to understand their needs, manage expectations, and ensure satisfaction with service delivery. Address and resolve client concerns or escalations promptly and professionally.

-Service Performance Monitoring & Reporting: Monitor and track key service delivery metrics such as SLAs, KPIs, and client feedback. Produce regular reports for senior management that outline service performance, highlighting areas of success as well as areas requiring improvement. Implement corrective actions when performance targets are not met, ensuring service delivery remains in line with client expectations.
-Incident, Issue, and Risk Management: Oversee the identification, management, and resolution of service incidents and issues, ensuring timely escalation when necessary. Coordinate the resolution of complex issues, collaborating with relevant teams to ensure a quick and effective response. Proactively identify risks in the service delivery process and take steps to mitigate potential issues before they arise.
-Process Improvement: Continuously assess service delivery processes to identify areas for improvement and implement best practices. Drive operational efficiencies through process optimisation, automation, and innovative solutions to enhance service quality and reduce costs. Ensure the integration of service delivery improvements aligns with organisational goals and client requirements.
-Team Leadership & Development: Lead and manage a service delivery team, ensuring the team is motivated, engaged, and equipped with the necessary tools and training to perform their roles effectively. Provide guidance and support to team members, fostering a culture of collaboration, knowledge sharing, and high performance. Conduct performance reviews, set objectives, and create development plans to enhance team skills and capabilities.
-Compliance and Quality Assurance: Ensure that all service delivery activities comply with internal policies, industry standards, and client contractual obligations. Conduct regular audits and reviews to ensure service delivery meets quality standards, regulatory requirements, and Service Level Agreements (SLAs). Stay up-to-date with industry regulations and standards to ensure compliance and to identify potential service enhancements.
-Client Feedback and Satisfaction: Collect and analyse client feedback through surveys, reviews, and direct engagement to assess the effectiveness of service delivery. Act on feedback to improve service delivery, enhance client satisfaction, and build long-term client relationships.

Qualifications:
-Bachelor's Degree in Business, IT, Project Management, or a related field.
-Relevant certifications (e.g., ITIL, Prince2, PMP) are advantageous.

-A minimum of 3-5  years  in service delivery, customer service, or operations management, with proven client relationship management.
-Experience in leading teams, managing service delivery processes, and meeting client expectations.
-Familiarity with service management frameworks like ITIL, Agile, or Lean, and managing SLAs/KPIs.
-Technical Skills: Proficient in CRM and service management tools (Salesforce, ServiceNow, Zendesk). Knowledge of ITIL best practices and understanding of IT infrastructure, cloud services, and relevant tools. Skilled in data analysis, reporting tools, and budget/resource management. Familiar with project management tools (Asana, Trello).
-Leadership & Management: Strong leadership in team development, mentoring, and performance management. Ability to prioritise, manage multiple tasks, and resolve conflicts effectively. Experience in managing competing priorities and meeting operational goals.
-Communication & Client Management: Excellent communication skills for interacting with clients and stakeholders. Strong client-facing skills, with the ability to build relationships and manage expectations. Skilled in delivering reports and presentations, and acting on client feedback.
-Problem-Solving & Critical Thinking: Strong analytical skills for troubleshooting service delivery issues and implementing solutions. Ability to anticipate and mitigate risks, ensuring sustainable outcomes.
-Customer-Centric Mindset: Focused on improving customer satisfaction through high-quality service delivery. Proactive in understanding and addressing customer needs.