Service Delivery Lead - User Support
Core
Oversee day-to-day operational delivery of a global user support organization for White Label solutions, managing five Team Leads across multiple shifts and markets.
Role type
Senior IC service delivery lead (contact center operations)
Builds
Customer support operations for White Label partners
Domain
Live entertainment technology / Customer support operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, operational management, shift coordination, SLA/KPI management, workforce planning, business continuity, stakeholder communication
Preferred skills
Zendesk experience, SQL knowledge
Technologies
Google Sheets, Zendesk, SQL
Responsibilities
Manage and coach five Support Team Leads; lead daily operational cadence across shifts; establish handover routines for business continuity; act as escalation point for cross-shift issues; drive performance against SLAs and KPIs; coordinate demand forecasting and staffing plans; maintain operational reporting and governance.
Seniority
Senior, hands-on IC
