Service Delivery Lead

Service Delivery Lead

Job Description Must Have Technical/Functional Skills Functional Skills: Strong experience in IT service delivery management (L2/L3 support environments) Expertise in ITIL processes (Incident, Problem, Change, Release, Service Request) Experience managing global delivery models (onsite/offshore) Technical Skills: Familiarity with ServiceNow for ITSM operations Understanding of application lifecycle management, deployments, and integrations Soft Skills: Strong stakeholder management and communication skills Leadership experience managing cross-functional teams Problem-solving, escalation handling, and decision-making capabilities

Roles & Responsibilities

1. Service Delivery & Governance: Own and manage end-to-end Tulip support services covering Incident, Request, Change, Access, and Migration Management processes. Ensure delivery adherence to agreed scope, service models, and contractual obligations. Act as the single point of accountability for service performance and delivery outcomes.

2. Operational Management: Lead day-to-day support operations including: Incident triaging and resolution based on priority and business impact Service request fulfillment through ServiceNow (RITMs, access provisioning, migrations) Deployment and migration of Tulip applications across environments Ensure seamless 24x7 support coverage and operational continuity for production systems

3. SLA & Performance Management: Monitor, track, and ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs). Drive operational excellence through trend analysis of tickets, backlog management, and service improvements. Prepare and present periodic service performance reports (e.g., Monthly Service Reports).

4. Stakeholder & Customer Engagement: Serve as the primary interface between business stakeholders, platform teams, and delivery teams. Lead governance forums, service reviews, and executive communication cadences. Align service delivery priorities with business objectives and roadmap initiatives.

5. Incident, Escalation & Risk Management: Own and manage critical incident escalations, ensuring timely resolution and communication. Identify and proactively mitigate delivery risks related to capacity, platform stability, and site rollouts. Collaborate with program management and enterprise teams to resolve complex issues.

6. Resource & Capacity Planning: Plan and optimize resource allocation based on support demand, ticket trends, and site expansion requirements. Manage onsite-offshore delivery model and ensure appropriate coverage across business hours. Drive team onboarding, training, and capability development.

7. Continuous Improvement & Automation: Identify and implement opportunities for process optimization and automation (e.g., access provisioning, monitoring, testing). Drive initiatives for proactive monitoring, self-service, and self-healing capabilities. Enhance service delivery through SOP standardization and workflow improvements.

8. Compliance & Quality Assurance: Ensure adherence to Tulip SOPs, validation requirements, and regulatory compliance standards. Support audit and inspection readiness through documentation, traceability, and process controls. Maintain quality standards across all service delivery activities.

9. Transformation & Innovation: Lead transformation initiatives aligned with digital strategy and Tower-X operating model. Support expansion of Tulip platform capabilities, integrations, and global rollouts. Identify and drive innovation opportunities to improve efficiency and business outcomes.

10. Communication & Reporting: Provide structured communication including: Daily/weekly operational updates Monthly and quarterly service reviews Executive summaries and governance reporting Ensure transparent communication during incidents, outages, and major changes

Generic Managerial Skills, If any Resource should be quick learner and self-driven; capable of working with client partners to meet strategic Objectives Resource must be able to identify, mentor and hone talent to build leaders from within a team. Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.