Delivery Lead

Description

Delivery Lead – Major Incident Management & Service Desk Operations The Delivery Lead is responsible for the operational leadership, performance, and continuous improvement of the Major Incident Management (MIM) function while serving as a secondary leadership resource for Service Desk operations. This role directly manages a team of five Major Incident Managers and ensures the consistent execution of incident response processes, service restoration activities, executive communications, and post-incident reviews. The Delivery Lead serves as a bridge between operational teams, customer stakeholders, and leadership by driving service excellence, improving operational maturity, and aligning incident management practices with business objectives. The position requires strong people leadership, cross-functional coordination, and the ability to lead high-visibility operational efforts in a fast-paced 24x7 support environment. The Delivery Lead role is a key role within TEKsystems Global Service’s (TGS) organization and functions in the execution of day-to-day activities in support of multiple customer engagements. A successful Delivery Lead possesses strong collaboration and partnership skills for supporting processes and technologies that assist in driving successful outcomes. They are proactive and follow leadership guidance. This position is considered remote, supporting customers and teams within the portfolio. This role may require travel on a limited basis. Key Responsibilities Major Incident Management Leadership • Lead and manage a team of five Major Incident Managers supporting enterprise-wide IT operations. • Establish performance expectations, coaching plans, and career development activities for MIM staff. • Ensure consistent execution of Major Incident Management processes and governance. • Provide oversight during Priority 1 and Priority 2 incidents, ensuring rapid service restoration and stakeholder engagement. • Escalate critical business-impacting issues to executive leadership when appropriate. • Drive adherence to incident management policies, procedures, and service level commitments. • Review incident trends and implement improvement initiatives aimed at reducing recurring incidents and improving service stability. Service Desk Leadership Support • Function as a secondary leadership resource for Service Desk operations. • Provide leadership coverage during manager absences, off-hours escalations, and critical operational events. • Support workforce management activities including staffing, scheduling, performance management, and operational readiness. • Assist in managing major service disruptions impacting Service Desk operations. • Support onboarding, training, coaching, and professional development initiatives for Service Desk personnel. • Participate in operational reviews, customer meetings, Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs). Operational Excellence & Continuous Improvement • Identify process improvement opportunities across Major Incident Management and Service Desk functions. • Develop reporting and dashboards that provide actionable operational insights. • Drive automation, standardization, and documentation initiatives to improve operational efficiency. • Ensure compliance with contractual obligations, governance standards, and operational procedures. • Analyze operational trends and recommend strategies to improve service quality and customer experience. • Maintain operational readiness through training exercises, simulations, and process reviews. Customer & Executive Engagement • Serve as a trusted advisor to customer leadership and operational stakeholders. • Deliver clear, concise, and business-focused communications during critical incidents. • Present incident trends, service performance, and improvement initiatives to leadership teams. • Build strong relationships across customer organizations, technical teams, vendors, and executive stakeholders. • Translate technical issues into business impact and risk discussions suitable for executive audiences. Leadership Responsibilities • Directly supervise and develop a team of Major Incident Managers. • Conduct performance evaluations, coaching sessions, and development planning. • Foster a culture of accountability, ownership, and customer focus. • Promote collaboration across Service Desk, Infrastructure, Application Support, Network Operations, and vendor teams. • Lead by example during high-pressure incidents and critical operational situations. Essential Job Duties and Responsibilities: • Plans & Aligns: Understands customer expectations and technical requirements for the work to be delivered. • Customer Focus: Manages customer requirements to ensure contract compliance and • Consultant Care: Builds strong relationships with consultants, ensuring they feel supported and valued. • Ensures Accountability: Conducts regular checkpoints with customers, engagement teams, and solutions teams. Works independently with general supervision. • Documentation: Documents and communicates processes and procedures to all stakeholders. Supports knowledge management and change control processes. • Manages Ambiguity: Collaborates with team members to manage risk, engagement scope, and deliver according to contract terms. • Financial Reporting: Consolidates engagement status and budget information across portfolios. Supports internal processes for time, expenses, and invoicing. • Risk/Issue Resolution: Manages issues and facilitates resolution, notifying all affected Behavioral Competencies and Responsibilities: • Building Relationships: Commitment to open communication and serving • Collaborates: Builds partnerships and works collaboratively with others to meet shared • Action Oriented: emphasizes taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. • Communicates Effectively: Develops and delivers multimode communications that convey a clear understanding of the unique needs of different audiences. • Instills Trust: Action-oriented and builds trust within the team and with Required Qualifications • Bachelor’s degree or equivalent work experience. • 5+ years of IT Operations, Service Delivery, Incident Management, or Service Desk leadership experience. • 2+ years of direct people leadership experience. • Strong understanding of ITIL Incident, Major Incident, Problem, and Change Management processes. • Experience leading critical incident response activities in enterprise environments. • Demonstrated ability to manage cross-functional teams in a 24x7 operational environment. • Exceptional written and verbal communication skills. • Strong analytical, organizational, and problem-solving capabilities. Preferred Qualifications • ITIL v4 Foundation or higher certification. • Experience supporting large enterprise Service Desk operations. • Experience using ServiceNow or similar ITSM platforms. • Knowledge of operational reporting, KPI management, and continuous improvement methodologies. • Experience leading customer-facing managed services teams. • Lean Six Sigma, PMP, Agile, or other service management certifications. Key Performance Indicators (KPIs) • Major Incident MTTR • SLA Compliance • Incident Communication Timeliness • Customer Satisfaction (CSAT) • Service Desk Operational Performance • Operational Improvement Initiative Completion • Stakeholder Satisfaction Reporting Structure Reports To: Engagement Manager Direct Reports: 5 Major Incident Managers Indirect Support: Service Desk Team Leads and Service Desk Operations This position is ideal for a leader who can balance people leadership, major incident governance, operational excellence, and customer engagement, while serving as a key member of the Service Delivery leadership team.

Skills

Project management, Stakeholder management, Service delivery

Top Skills Details

Project management,Stakeholder management,Service delivery

Additional Skills & Qualifications

See Above

Experience Level

Intermediate Level

This is a Permanent position based out of Hanover, MD.

The pay range for this position is $50000.00 - $90000.00/yr.

We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification. Additional earnings may be available through incentive programs like annual bonuses, profit sharing, etc. Our full-time, internal employment benefits include the following: • Medical, Dental, and Vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life and AD&D for employee and dependents) • Short and Long-Term Disability • Health Spending Account (HSA) • Transportation Benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully remote position.

This position is anticipated to close on Aug 18, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.