Service Delivery Leader

Job Description: Service Delivery Ownership & Client Governance · Own service performance across all in-scope towers, including quality, availability, responsiveness, risk, customer experience, and contractual commitments. · Act as the primary operational contact for the client and run an effective governance cadence, including daily operational reviews, weekly service reviews, monthly service reviews, and leadership escalations as required. · Translate the statement of work, service catalogue, operating model, SLAs, KPIs, and OLAs into clear team accountabilities and measurable service controls. · Publish accurate service reports covering volumes, backlog, SLA attainment, customer satisfaction, major incidents, risks, security posture, asset and license compliance, improvement actions, and decisions required. · Maintain strong stakeholder relationships and manage expectations through concise, timely, and transparent communication. Team Leadership & Workforce Management · Lead, coach, and develop a team of 15+ members across workstreams. · Define the delivery structure, shift coverage, on-call model, role clarity, escalation paths, backup coverage, capacity plans, and skills matrix required to meet service commitments. · Allocate work based on business impact, priority, technical capability, risk, and capacity; remove delivery blockers and reinforce end-to-end ownership. · Establish performance objectives, conduct regular one-to-ones and team reviews, identify skill gaps, and drive cross-training, certification, succession, and knowledge continuity. · Build a client-centric culture focused on accountability, collaboration, disciplined execution, prevention, and continual improvement. End-to-End Project Delivery (Including IT Projects) · Manage projects from initiation and requirements definition through planning, execution, testing, implementation, stabilization, and closure using agile, waterfall, or hybrid approaches. · Coordinate business, operations, finance, change-management, and IT workstreams, including service-desk implementation and transformation, IT asset management, information security and cybersecurity, architecture, applications, infrastructure, data, testing, and vendors as applicable. · Monitor delivery against baselines, identify slippage and resource conflicts, assess downstream impacts, and agree recovery plans with workstream lead. · Manage scope and change control, secure deliverable acceptance, ensure implementation readiness, documented handover, clear support ownership, and lessons learned. Transition, Standardization & Continual Improvement · Lead service transition from discovery and due diligence through knowledge transfer, readiness validation, go-live, stabilization, and steady state. · Maintain the transition plan, RAID log, dependencies, acceptance criteria, operational readiness checklist, service baseline, and handover evidence. · Standardize operating procedures, runbooks, escalation matrices, support boundaries, service catalogue entries, knowledge articles, and control evidence. · Build and maintain a continual service improvement register; prioritize initiatives using service data, client value, risk reduction, effort, and measurable benefits. · Identify automation, monitoring, self-healing, analytics, and process optimization opportunities and track realized outcomes. Commercial, Vendor, Risk & Compliance Management · Understand the commercial and contractual framework, including scope, assumptions, exclusions, service levels, dependencies, change control, and acceptance criteria. · Monitor effort, utilization, capacity, demand, third-party performance, and service risks; provide timely inputs for forecasting and commercial reviews. · Manage vendors and internal resolver groups against agreed obligations and escalation paths, ensuring that cross-team dependencies do not compromise service outcomes. · Maintain operational risk, issue, action, and decision logs for ongoing service delivery. Escalate material concerns with clear impact, options, recommendation, and required decision. · Ensure delivery evidence, documentation, access controls, and operating practices support client audit, compliance, data protection, and security requirements. Success Measures · Delivery of agreed milestones and accepted deliverables across concurrent workstreams within approved scope, timelines, budgets, and quality standards. · Early identification and effective resolution of cross-workstream dependencies, risks, issues, resource conflicts, and changes. · Customer satisfaction, stakeholder confidence, quality of governance, reporting accuracy, communication effectiveness, and action closure. · Knowledge coverage, shift-left adoption, automation, recurring-incident reduction, productivity improvement, team capability, retention, and coverage resilience. Requirements Qualification & Experience: · 10-14 years of progressive experience in project management, including leading multiple concurrent, interdependent workstreams and client-facing delivery across business and IT projects. · Demonstrated responsibility for a multidisciplinary team of approximately 15 or more resources in a managed-service, outsourced-service, or enterprise support environment. · Proven ownership of SLA/KPI-based delivery, client governance, major incidents, service reporting, escalations, problem management, and continual improvement. · Strong experience in integrated planning, scheduling, dependency and critical-path management, budgeting, resource allocation, governance, RAID management, change control, and benefits tracking. · Working understanding of the software development lifecycle, IT infrastructure, cloud platforms, applications, integrations, data migration, cybersecurity, testing, and transition to support; able to challenge plans and dependencies without acting as the technical design authority. · Experience leading service transition, knowledge transfer, operational readiness, stabilization, documentation, and steady-state acceptance. · Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent relevant professional experience. · Excellent written and verbal communication, executive stakeholder management, analytical thinking, prioritization, negotiation, and decision-making skills.