Service Delivery Lead Specialist

Role: Service Delivery Lead Specialist
Location: Bismarck North Dakota
Experience: 12 Years
Employment Type: Contract
Interview Type: In-Person or Webcam

The Service Delivery Lead Specialist will oversee the delivery of IT services to clients ensuring operational excellence high customer satisfaction and alignment with business goals. This role involves leading teams managing service delivery processes and acting as a primary point of escalation for complex service issues. The ideal candidate will combine technical expertise with strong leadership and client management skills.

• Lead and manage the end-to-end delivery of IT services ensuring quality timeliness and customer satisfaction.

• Act as the primary point of contact for clients regarding service delivery issues and escalations.

• Develop implement and monitor service delivery processes standards and metrics.

• Coordinate cross-functional teams to ensure seamless service execution and issue resolution.

• Monitor service performance against SLAs and proactively identify areas for improvement.

• Provide strategic recommendations to optimize service operations and enhance client experience.

• Manage resource allocation team performance and workflow to meet business objectives.

• Prepare reports and communicate service performance risks and opportunities to senior management and clients.

• Drive continuous improvement initiatives to increase efficiency reduce costs and enhance service quality.

• 12 years of experience in IT service delivery operations management or a related field.

• Strong leadership and team management experience with the ability to motivate and guide technical teams.

• Excellent client-facing and communication skills with experience managing senior stakeholders.

• Solid understanding of IT service management frameworks (e.g. ITIL) and best practices.

• Proven experience with service delivery metrics SLAs and performance reporting.

• Ability to manage complex projects prioritize tasks and work under pressure.

• Strong problem-solving skills and the ability to make sound decisions in a fast-paced environment.

• Experience with incident change and problem management processes.

• Familiarity with IT systems infrastructure and service management tools.