IT Service Delivery Lead

Purpose Statement: The IT Service Delivery Lead ensures the effective delivery of IT operational services that support business objectives. This role orchestrates work by leading team-level Work Planners governing the operational management framework managing service performance and driving continuous improvement to guarantee the stability efficiency and security of IT systems and services.

Key Job Accountabilities:

• Service Level Management: Establishes and manages Service Level Agreements (SLAs) with business stakeholders. Monitors and reports on service performance ensuring operational teams meet or exceed agreed-upon targets for work like maintenance incident management and security operations.
• Process Governance and Execution: Owns and governs the IT Operations Management framework. Champions the consistent application of Kanban boards T-shirt sizing for work estimation and standardized planning cadences including weekly planning daily check-ins and backlog refinement.
• Cross-Team Orchestration (Master Planner): As the Master Planner this role oversees and coordinates the backlog of work across multiple teams. It provides leadership and direction to team Work Planners to manage dependencies and ensure priorities are aligned with organizational goals.
• Continuous Improvement: Utilizes Key Performance Indicators (KPIs) such as work item throughput cycle time and patch compliance to identify process bottlenecks and opportunities for improvement. Drives initiatives to enhance service quality efficiency and team satisfaction.
• Stakeholder and Vendor Management: Acts as a primary point of contact for business stakeholders regarding the performance of IT operational services. Manages relationships with key third-party vendors and suppliers to ensure they meet their contractual obligations.
• All GT team members are responsible for upholding the organizations cybersecurity posture by adhering to security policies and procedures actively participating in training protecting data and systems actively identifying and mitigating vulnerabilities and promptly reporting any suspicious activity or potential security incidents.

Education/Experience Qualifications:

• Bachelors Degree with 5 or more years of related experience is preferred. An equivalent combination of education and/or experience will be considered.
• Bachelors degree in Information Technology Computer Science Business Administration or a related field preferred.
• Demonstrated experience in IT service management IT operations or a comparable role.

Other Qualifications:

• ITIL (Information Technology Infrastructure Library) certification is strongly preferred.
• Experience working within an Agile or Kanban operational environment.
• Strong leadership and mentoring capabilities to guide and develop team leads and planners.
• Superior communication negotiation and interpersonal skills for managing stakeholder relationships.
• Advanced analytical and problem-solving skills to interpret performance metrics and drive meaningful improvements.
• Proficiency with IT Service Management (ITSM) tools and visual task boards.
• A strategic mindset with the ability to orchestrate complex work streams across a global multi-team environment.

Physical Requirements:

• N/A

Travel Requirements:

• N/A

This document does not represent a contract of employment and is not intended to capture every possible assignment the incumbent could be asked to perform.