Job summary:
The Service Delivery Lead is responsible for end-to-end service delivery, governance and operational excellence across assigned business portfolio/applications. The role ensures strong alignment between IT delivery and business expectations, stable and reliable application support, SLA compliance, service quality and continuous improvement through structured problem management.
- Own end-to-end service delivery for assigned applications, ensuring availability, stability and performance.
- Oversee daily L1/L2/L3 support operations, including incident, problem and change request management.
- Ensure timely response and resolution for critical incidents with structured escalation handling.
- Drive backlog and ticket management, including aging, prioritization and closure quality.
- Lead problem management practices, including RCA, KEDB and preventive actions.
- Conduct service reviews, incident follow-ups, performance reporting and service improvement initiatives.
Requirements:
- Min 8 years of experience in IT application support / service delivery.
- Bachelor's degree in Information Technology, Computer Science or related discipline preferred.
- Experience managing enterprise systems such as ERP, shipping systems or supply chain systems and working with remote teams.
- Strong knowledge of IT service delivery, ITSM processes, incident, problem and change management.
- Ability to monitor SLAs, service KPIs, MTTR, incident trends and backlog health.
- Analytical and technical acumen, with ability to formulate solutions with technical teams SQL/database query capability preferred.
- PMP, PMI-ACP or equivalent Agile certification preferred ITIL, ITSM or equivalent certification advantageous.
