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.

Originally posted on Himalayas