Senior Service Delivery Lead

BCforward is seeking a Delivery & Service Assurance Lead for a pharmaceutical company in Indianapolis, IN Delivery & Service Assurance Lead Location: Indianapolis (hybrid) Primary Responsibilities Lead the team's operational and Agile delivery cadence, including standups, planning, backlog reviews, retrospectives, and work prioritization. Maintain an integrated view of operational, enhancement, maintenance, and project work across the organization. Manage and continuously improve Jira backlog structure, work intake, prioritization, and delivery visibility. Monitor SLA performance across the 24x7 service and identify trends, risks, and opportunities for improvement. Use ServiceNow and other operational data to evaluate incident trends, recurring issues, throughput, workload, and process compliance. Strengthen Incident, Problem, Change, and Continuous Improvement practices, including appropriate incident-to-problem transitions and root-cause follow-through. Evaluate resource utilization and workload distribution to help leadership distinguish capacity constraints from process, capability, or allocation issues. Coordinate effective work handoffs across U.S. and India teams to maintain global service continuity. Identify recurring operational and reliability issues and translate findings into prioritized improvement work. Support operational readiness for new products, features, tooling, observability, security, and ITSM changes. Develop and maintain operational metrics, dashboards, and leadership reporting that provide a fact-based view of service health. Partner with Incident Command during major incidents while maintaining focus on overall team delivery, backlog, follow-up actions, and service improvement. Drive continuous improvement of operational processes, governance, reporting, and team execution. Required Experience and Capabilities 7+ years of experience in IT service delivery, application operations, ITSM, technical operations, or related disciplines. 3+ years in a senior service delivery, service assurance, delivery lead, operations lead, or comparable leadership role. Demonstrated experience supporting enterprise production applications in a 24x7 operating environment. Strong working knowledge of ITIL service-management practices, particularly Incident, Problem, Change, and Continuous Improvement. Hands-on experience with ServiceNow, including operational reporting, incident/problem data, SLA measurement, and service-performance analysis. Strong Jira experience, including backlog management, work tracking, prioritization, and delivery reporting. Experience facilitating Agile delivery ceremonies such as standups, planning, backlog refinement, reviews, and retrospectives. Demonstrated ability to use operational data and metrics to identify performance, capacity, process, and resource-utilization issues. Experience developing operational dashboards, KPIs, SLA reporting, or executive service-performance reporting. Experience coordinating work across geographically distributed or global teams. Demonstrated ability to drive accountability and process adherence across teams without direct management authority. Strong written and verbal communication skills, including the ability to translate operational information into concise leadership-level reporting. Preferred Qualifications ITIL 4 Foundation or higher certification. Certified ScrumMaster (CSM), Professional Scrum Master (PSM), SAFe, PMI-ACP, or comparable Agile certification. Experience working within SRE, Platform Engineering, DevOps, or application reliability organizations. Experience with Power BI or similar analytics and visualization tools. Experience integrating or analyzing information across ServiceNow, Jira, and other operational systems. Experience with capacity planning, workload analysis, or resource-utilization modeling. Experience in pharmaceutical, healthcare, life sciences, financial services, or another highly regulated/high-availability environment. Experience supporting customer-facing or patient-facing digital applications. #J-18808-Ljbffr BCforward