Service Delivery Lead The Service Delivery Lead is responsible for overseeing the end-to-end delivery of IT services provided by the Service Desk team, including Tier 1, Tier 2, and Tier 3 support. This role ensures service levels are met, incidents and requests are handled efficiently, and customer satisfaction is consistently high. Acting as a key liaison between support teams, ITSM process owners, and business stakeholders, the Service Delivery Lead drives continual service improvement and operational excellence aligned with ITIL best practices. Key Responsibilities: Oversee the daily operations of the Service Desk, ensuring effective incident, request, and escalation management across Tier 1, Tier 2, and Tier 3 engineers. Ensure consistent delivery of IT services in line with established Service Level Agreements (SLAs). Collaborate with ITSM stakeholders and process owners (e.g., Incident, Problem, Change Managers) to align support activities with ITIL framework. Manage escalations, ensuring critical incidents are resolved promptly and root cause analysis is conducted to prevent recurrence (Incident Management). Monitor service performance using defined KPIs and metrics; provide regular reporting to leadership and identify areas for improvement. Lead continuous service improvement efforts, leveraging trend analysis and feedback to enhance service quality and team performance. Mentor, coach, and develop Service Desk staff, fostering a culture of accountability, collaboration, and professional growth. Requirements: Bachelor&aposs degree in Information Technology, or a related field. 5+ years of experience in a technical support or service delivery role, with at least 3 years in a leadership capacity. Strong knowledge of ITIL and ITSM frameworks; ITIL v4 Foundation certification preferred (or willingness to obtain). Demonstrated experience managing SLAs, KPIs, and operational reporting for service delivery functions (e.g., Atlassian Suite, EazyBi, PowerBI). Excellent communication, leadership, and problem-solving skills with a customer-focused mindset. Experience coordinating across cross-functional teams in fast-paced, technology-driven environments Familiarity with Jira Service Management is a strong plus. Proven track record in supporting MarTech or CDP is a plus. Strong verbal and written English communication skills. Show more Show less