Service delivery lead

GuideIT is a US-based technology services company focused on providing value to its customers through technology alignment and optimization.

We are currently looking for an IT Service Delivery Lead to join our Plano, TX based corporate office.

We are seeking an experienced and dedicated IT Service Delivery Lead to oversee the delivery of IT services and work closely with Client Executives (CEs) to deliver the contracted services.

The IT Service Delivery Lead is responsible for ITIL Practice Management, monitoring service delivery, key performance indicators and service level agreements.

As the IT Service Delivery Lead, you will ensure standard, consistent operational practices are implemented, maintained, and followed as well as ensure the highest level of customer satisfaction.

Key Responsibilities :

• Service Delivery Management :
• Plan, organize and manage the delivery of IT services through establishing key performance indicators (KPIs) and service level agreements (SLAs) to meet business requirements.
• Establish reporting for service delivery key performance indicators and service level agreements for Incident Management, Change Management, Problem Management and Request Management practices in partnership with other service delivery teams.
• Monitor service level performance for the assigned portfolio of accounts.
• Identify areas for improvement to enhance service quality and exceed customer satisfaction.
• Identify opportunities for service improvements and efficiency enhancements, utilizing data-driven insights and industry best practices.
• Drive continuous improvement initiatives to optimize service delivery processes, increase operational efficiency and reduce costs.
• Conduct service reviews and prepare reports to communicate service performance, trends and recommendations to management and stakeholders.
• Ensure adherence to ITIL best practices in service delivery processes.
• ITIL Practice Management
• Recommend enhancement to the policies, processes, and procedures for managing IT operations across all active ITIL Practices.
• Gather customer or business requirements and collaborate with delivery teams on recommendations to process or technology advancements.
• Ensure IT staff is communicated to and trained on each Practice.
• Ensure compliance with Practice guidelines.
• Meet with client account leaders regularly to provide insight into account performance based on established KPIs and SLAs.
• Oversee compliance of SLAs and KPIs for delivery teams based on ITIL best practices for ticket management.
• Define and maintain a Continual Service Improvement Practice, including a CSI register, to track all continual improvement activities.
• Facilitate knowledge documentation requests between delivery teams and accounts as needed.
• Stakeholder Collaboration :
• Collaborate with key stakeholders, including business leaders, IT teams and vendors to understand their requirements, address issues and ensure effective communication and collaboration.
• Act as a primary point of contact for escalated service issues, resolving conflicts and maintaining strong relationships with internal and external stakeholders.
• Assist CEs documenting trends and presenting recommendations to the assigned accounts quarterly

Key Skills :

The IT Service Delivery Lead requires a diverse range of skills to effectively manage the delivery of IT services :

Service Management : A deep understanding of service management principles, frameworks (such as ITIL) and best practices to ensure the efficient and effective delivery of services.

This includes incident management, problem management, change management and service level management.

Client Relationship Management : Requires strong interpersonal and communication skills to build and maintain relationships with clients and CEs.

Should be able to understand client requirements, manage expectations and ensure client satisfaction throughout the service delivery process.

• Leadership : Possess leadership qualities to guide and motivate their team members. This includes the ability to provide clear directions and inspire collaboration and teamwork.
• Project Management : Oversee multiple projects or initiatives. Need strong project management skills to plan, organize and coordinate resources, timelines, and deliverables.
• Problem-Solving : Must be able to analyze complex situations, identify problems and propose effective solutions. They should have the ability to think critically and make decisions quickly to address service-related challenges.
• Financial Management : Knowledge of budgeting, cost management and financial planning to ensure that service delivery stays within budget and aligns with financial goals.
• Continuous Improvement : Possess a mindset of continuous improvement. Proactively identify areas for improvement, implement process enhancements and drive efficiency in service delivery.
• Technical Knowledge : Possess a good understanding of IT systems, infrastructure, security and emerging technologies to understand the service delivery landscape and effectively communicate with technical teams.

Requirements :

• Bachelor’s degree in information technology, Computer Science, or a related field. Relevant certifications (e.g., ITIL) are a plus.
• Proven experience in IT service delivery management, with a strong understanding of ITIL framework and best practices.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels.
• Strong problem-solving and analytical abilities, with a data-driven approach to decision-making.
• Demonstrated ability to manage multiple priorities, projects, and initiatives in a fast-paced environment.
• Knowledge of IT infrastructure, systems, and technologies, including networks, servers, databases, and applications.
• Experience in managing vendor relationships and driving service improvements.
• Strong customer service orientation and a commitment to delivering exceptional service.
• Plano, TX (Corporate Office - Hybrid)

More about GuideIT

At GuideIT, we are looking for candidates that have a high level of integrity and thrive in a team environment centered on mutual trust and respect.

Our team members are results oriented and highly adaptable. In addition to a dynamic environment, GuideIT offers competitive pay, performance-based bonuses, 401K, health, dental and vision insurance coverage, paid holidays, and paid time off.

GuideIT is committed to Equal Employment Opportunity. It is the policy of GuideIT to encourage and support equal employment opportunity for all Team Members and applicants for employment without regard to sex, race, color, ancestry, religious creed, national origin, pregnancy, physical disability, mental disability, medical condition, age, marital status, political affiliation, sexual orientation, disabled veteran, or Vietnam era veteran status.

Last updated : 2024-03-05