Service Delivery Operations Lead
1 week ago
**Responsibilities**:
- Responsible for defining the final service(s) by managing service level agreements and ensuring services meet the business needs. He/She manages the Service Delivery team members, measure and analyze work performances, proposes improvements to processes, including customer service interaction (complaints and requests).
- Oversee and guide all activities of the team.
- Coordinate SLA management and tracking of the teams’ overall performance in accordance to defined SLAs
- Ensure team follows best practices and maintain service level agreements.
- Monitors department issues and client complaints.
- Develop problem management and service improvement plans.
- Ensure customer/business, client, support, technical parties are represented in the definition and evolution of services.
- Maintain customer relationships.
**Requirements**:
- Bachelor Degree in Computing or related
- Requires a relevant bachelor’s degree and at least 7 years of experience and track record in managing large scale IT maintenance related projects.
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