Experience Delivery Lead
Core
Provides Service Integration and Management (SIAM) support and acts as a service manager for internal support of a client and strategic partner engagements.
Role type
Senior Service Delivery Lead (SIAM)
Builds
Service delivery operations for internal support and strategic partner engagements
Domain
IT Service Management (ITSM) / SIAM
Required skills
SIAM process management, vendor performance oversight, team leadership, SLA monitoring, continuous service improvement, audit execution, stakeholder coordination
Preferred skills
ITIL process knowledge, SLM reporting, strategic partner engagement
Technologies
Service management tooling, obligation trackers
Responsibilities
Monitor tickets within service management tooling against targets, oversee vendor performance and attend performance reviews, lead a virtual team for internal support and strategic partners, compile and report statistical data on service level compliance, establish and lead a continuous service improvement program, perform periodic audits to ensure compliance with ITIL processes
Seniority
Senior, hands-on IC with team leadership