Service Delivery Team Leader

Job Summary: The Service Delivery Team Leader (SDTL) is responsible for leading a team of professionals specializing in service delivery, platform systems engineering, and people business partnering. This role ensures the efficient and effective delivery of IT services, the smooth operation of platform systems, and the alignment of human resources strategies with business objectives. The SDTL will oversee daily operations, manage service levels, and drive continuous improvement initiatives.

Responsibilities:

Service Delivery Lead:
Manage and oversee the delivery of IT services to ensure compliance with agreed service level agreements (SLAs).
Monitor service performance metrics and implement improvements to enhance service quality and efficiency.
Act as a point of escalation for client issues, ensuring timely resolution and maintaining high client satisfaction.
Collaborate with other IT teams to ensure seamless service delivery and support.

Platform Systems Engineer:
Oversee the design, implementation, and maintenance of platform systems to ensure they meet business needs and performance standards.
Manage platform systems engineering projects, ensuring they are completed on time and within budget.
Monitor system performance and troubleshoot issues to ensure optimal operation.
Implement and maintain security measures to protect platform systems from threats.

People Business Partner:
Partner with HR and business leaders to align human resources strategies with business objectives.
Oversee talent management processes, including recruitment, onboarding, performance management, and employee development.
Foster a positive work environment that promotes employee engagement and retention.
Provide coaching and support to team members to enhance their performance and career development.

Requirements:
Bachelor’s degree in Information Technology, Computer Science, Human Resources, or a related field.
Proven experience in IT service delivery, platform systems engineering, and human resources, with at least 5 years of relevant experience.
Strong leadership and team management skills, with experience leading a diverse team of IT professionals.
Excellent understanding of IT service management (ITSM) frameworks and best practices.
Familiarity with ITIL (Information Technology Infrastructure Library) processes and certifications (ITIL Foundation or higher) is preferred.
Strong problem-solving and decision-making abilities.
Excellent communication and interpersonal skills.
Ability to manage multiple tasks and priorities in a fast-paced environment.
Proficiency in using IT service management tools and software.
Strong client focus and commitment to delivering high-quality services.

Preferred Qualifications:
Experience in managing service delivery in a managed services or IT outsourcing environment.
Knowledge of project management methodologies and tools.
Experience with cloud services and infrastructure.
Certification in human resources management (e.g., PHR, SHRM-CP).

Key Competencies:
Leadership: Ability to inspire and motivate a team towards achieving service excellence.
Communication: Clear and effective communication with clients, team members, and stakeholders.
Problem-solving: Proactive in identifying issues and implementing effective solutions.
Client-focused: Dedicated to understanding and meeting client needs and expectations.
Process-oriented: Strong focus on improving processes to enhance service delivery efficiency.
People-oriented: Committed to developing and supporting team members’ growth and well-being.

Work Environment:
This position typically operates in a professional office environment. Occasional travel may be required to meet with clients or attend industry events.