Service Delivery Team Lead  

The Service Delivery Team Lead directs service delivery resources and activities. Ensures that agreed upon business solution goals and objectives are met by overseeing the delivering of necessary products and services for an extremely large size client or multiple clients in multiple industries

• Provide expertise for IT infrastructure (e.g. servers, network), application infrastructure (e.g. SAP), and related services (e.g. Business Continuity) throughout the lifecycle of a deal in accordance with contractually established terms and conditions and established technical standards.
• Provides technical input, solutions, and recommendations to deal pursuit.
• Engaged in and provides support for transition/transformation efforts.
• Monitors service delivery compliance to budget, quality standards, and customers and/or internal businesses/end user requirements.
• Provides IT infrastructure and/or application infrastructure lifecycle technical support, including planning, project management, installation, on-going management/monitoring/troubleshooting, and de-installation, following operational policies and processes that are compliant with industry standards (e.g. Information Technology Infrastructure Library (ITIL)).
• Manages the technical/service relationship between the company and the customer, and between the company and subcontractors/vendors.
• Works with the key customers and/or internal businesses/end user representatives (Infrastructure Support Managers, Client Manager, and the Account Delivery Manager) to retain customers and build the business.
• Provides project staff direction with an understanding and following of established company policies and procedures.
• Oversees business activities to ensure a high standard of professional excellence is maintained among project staff members.
• Directs business function including, approval of overall project plan, budgets, and work breakdown structure.
• Establishes and implements short- and long-term strategies to deliver services to customers within reasonable schedules and budgets.
• Establishes and communicates goals and objectives, defines methodologies, tasks, and activities, and clearly describes roles and responsibilities for performing to personnel. Communicates broadly to help ensure overall coordination for cross-functional teams.

• Ten or more years of related experience.
• Experience working with concepts, practices, and procedures in areas of responsibility.
• Experience working with management implications of various forms of financial data.
• Strong communication skills needed to interface with high-level customer representatives.
• Strong strategic management and planning skills.
• Ability to publicly represent the company with internal and external clients.
• Ability to use own judgment and initiative in problem resolution.