Service Delivery Lead

Responsibilities

• Ensure operational readiness of the new in-house team and maintain uninterrupted service delivery.
• Establish internal service support processes (incident, request, change).
• Create and validate OLAs with internal IT teams.
• Design the internal service model replacing the vendor‑managed one.
• Oversee ticketing, escalation paths, and service reporting.
• Ensure service team readiness prior to cutover.
• Monitor early‑life support (hypercare) performance and stabilization metrics.
• Coordinate daily operations handover from the vendor.

Qualifications

• Bachelor’s degree in Information Technology, Management or related field
• Preferred/Advantageous
• Project Management Certifications
• ITIL Certification
• Minimum of at least 3 years of experience as a Service Delivery Lead