Service Delivery Lead
Core
Lead a cross-border pod of 12-15 support professionals to own operational excellence, SLAs, and client satisfaction for SMB and mid-sized clients.
Role type
Senior Service Delivery Lead (MSP)
Builds
Support operations and service delivery processes for IT clients
Domain
IT Managed Services Provider (MSP)
Required skills
Service Delivery leadership, SLA management, ITIL framework, stakeholder management, team leadership, operational escalation handling, continuous improvement, AI/automation integration
Preferred skills
Experience with offshore teams, commercial acumen, solutions-focused mindset, interest in AI tools
Technologies
AI, automation tools
Responsibilities
Lead pod performance and growth, manage escalations and client satisfaction, drive continuous improvement using AI, ensure support agreement compliance
Seniority
Senior, hands-on IC
