Service Delivery Lead

Key Responsibilities

• Lead day-to-day service delivery operations across assigned accounts or teams
• Ensure delivery of services meets or exceeds SLAs, KPIs, and contractual obligations
• Act as primary escalation point for service-related issues and drive timely resolution
• Partner with cross-functional teams (operations, technical, client success) to ensure alignment
• Monitor performance metrics and implement continuous improvement initiatives
• Manage client relationships and provide regular service updates and reporting
• Identify risks, gaps, and inefficiencies and implement corrective actions
• Support team development, coaching, and performance management

Qualifications

• 5+ years in service delivery, operations, or account management roles
• Proven experience leading teams in a client-facing or delivery environment
• Strong understanding of SLA/KPI management and operational reporting
• Excellent communication, stakeholder management, and leadership skills
• Ability to manage multiple priorities in a fast-paced environment
• Problem-solving mindset with strong analytical skills

Preferred Qualifications

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