The Role We are seeking a motivated and organized Service Delivery Leader to oversee and manage the service request management process within the project. The ideal candidate will have a strong background in Asset Management and Deskside Support, and will excel at leading initiatives to improve service level agreements (SLAs), processes, automation, reporting, and escalation management. Exceptional written and verbal communication skills are essential for this role. Roles and Responsibilities Oversee the end-to-end service request process, ensuring timely and accurate handling and resolution. Monitor and enhance service request workflows to improve efficiency and reduce bottlenecks. Lead, mentor, and support a team of service request coordinators and specialists. Conduct regular team meetings, performance evaluations, and training to build team capabilities. Work closely with project teams, clients, and other stakeholders to align on service request handling and ensure satisfaction. Proactively communicate status updates and manage escalations effectively. Lead efforts to optimize SLA adherence and streamline processes. Drive automation and reporting enhancements to improve accuracy and efficiency. Analyze service request trends and recommend innovative solutions to recurring issues. Track key performance indicators (KPIs) and generate detailed reports for stakeholders. Provide insights and actionable recommendations based on data analysis. Ensure adherence to organizational policies, SLAs, and industry standards in managing service requests. Maintain proper documentation and implement best practices for audits. Requirements Bachelors degree in IT, Computer Science, or a Technology related field Proven experience in Asset Management, Deskside Support, and service request management. Demonstrated ability to lead improvement initiatives, including SLA adherence, process optimization, automation, and reporting. Proficiency in service management tools and software e.g. ServiceNow Ability to work in a fast-paced, dynamic environment and handle escalations effectively. Strong organizational and problem-solving skills. Excellent written and verbal communication skills Prior leadership or supervisory experience is preferred.