Lead, Service Management
Core
Lead a team in delivering service management excellence, resolving escalated customer issues, and driving process improvements within a technology environment.
Role type
Senior IC Service Management Lead
Builds
Service delivery operations and customer issue resolution processes
Domain
Technology / Customer Service
Deliverable
client delivery
Required skills
Team leadership and empowerment, Escalation management, Cross-functional collaboration, Process improvement, Vendor management, Stakeholder communication, Coaching and mentorship, Strategic relationship building
Preferred skills
ITIL Practitioner or higher, Cloud Technology Certification (Azure/M365), Project management
Technologies
Azure, M365
Responsibilities
Enable team members to operate in service delivery details by unblocking and facilitating, Manage resolution of highly sensitive and reputational issues, Act as primary contact for escalated issues, Support Service Managers in maintaining relationships with internal and external teams, Collaborate with engineering and operations teams to identify resources, Ensure processes do not block customer issue resolution, Manage customer and field expectations around issue response, Participate in driving relationships with outsource vendors
Seniority
Senior, hands-on IC with people management
