Service Delivery Lead

**Responsibilities**:

- **Own the Service**
- Own, manage and be accountable for service performance a specific customer contract(s)
against the contracted OLA/SO.
- Be the single point of contact for the Service Delivery Manager(s)
- Represent the Service Desk at relevant meetings (organize and participate too monthly
project reviews)
- Be involved in managing the contracted relationship with third party suppliers, where this is
relevant
- Maintain good liaison with other delivery groups and teams
- Maintain good liaison with Service Manager to ensure they are satisfied with the services
provided by the Service Desk
- Maintain an effective understanding of the customers’ business, business requirements, IT
needs and how IT will support and enhance their business
- Review daily, weekly and monthly KPIs reports for the assigned customer account to ensure
that service is delivered according to Global Service Desk standards (quality, productivity and
time wise)
- **Own the Operational Level Agreement**
- Define and maintain a Service Description(s) and OLA/SO document(s) for an assigned
customer account(s);
- Act as the escalation point for technical, process and OLA/SO issues raised by Service Desk
teams;
- Plan, schedule and allocate work across teams so that the service provided to the customer
is in accordance with the OLA/SO;
- Assess impact and validate/approve change of scopes (OLA/SO and/or scope of service);
- **Manage Resources**
- Review and analyze call volumes by hour and adjust resource levels and shifts accordingly;
- Identify and take appropriate actions based on daily, weekly and monthly KPI reports;
- Undertake resource planning and to assess impact of resource utilization on profit margins
and budget;
- In conjunction with the Operations Manager determines how to best manage changes of
scope for an assigned account(s) that will eventually impact the service delivered by the
Service Desk;
- **Lead and motivate the team**
- Have direct involvement in the work being undertaken by the team;
- Provide technical advice to the team;
- Where the customer is global, liaise with counterparts from other global service desks, to
ensure re-distribution of training/awareness;
- Carry out performances appraisals and assessments on a regular basis;
- Coach, develop and motivate team members;
- Perform call shadowing and additional coaching during the take on of new/ incremental
business;
- Owning ticket performance of service desk against Incident and Change tickets.
- **Main Deliverables**
- Reports (If required as per contract)
- **Other Responsibilities**
- Good general management and business process skills and abilities;
- Presentation skills;
- Communication skills - both written and verbal;
- Flexible to work for multiple regional hours such as APAC, UK and US shift is a MUST.
Working outside office hours (occasionally) and on standby duty (if applicable).
- Ability to develop good relationships with customers and assess their needs;
- Ability to remain calm under pressure and in crisis;
- Good Interviewing skills;
- Ability to provide on the job training to others;
- Good delegation skills;
- Good listening skills;
- Show awareness of wider implications of decisions;
- Ability to help identify development needs of staff and help them develop their
competencies.
- Skills in organizing and assessing resource requirements for work activities.

**Job Requirements**
- Bachelor’s Degree in computer science or equivalent
- Qualified to ITIL foundation level;
- A technical qualification and a customer service qualification is desirable but not essential
- Required language(s): English.
- Able to converse in Mandarin will be an added advantage
- High degree of technical competence in the specific technologies relevant to the team;
**Experience in a similar role**
- 5 +years of relevant experience.

**What next?