Service delivery lead

Job description:

Deliver on service commitments and be the escalation point for the delivery of Deskside support for organization's Non-Retail sites across NA.

Manage both in-house, and possible third-party service providers and consultants in contributing to a positive customer experience and high satisfaction of the IT services delivered.

Understanding of ITIL processes, governance and IT frameworks

Develop, retain and recruit as necessary an exceptional Deskside Support services team building collaboration, partnership, and credibility.

Play a lead role in transitioning new Services into Service Operation, ensuring the Deskside teams' requirements are clearly defined and delivered.

Be strategically proactive and own the Support team's Continuous Service Improvement Program leading to an improved customer experience and ensure agreed processes and procedures are followed.

Evaluates performance regularly to ensure a high level of client satisfaction, quality and issue resolution at the earliest possible instance, while ensuring that the team's key service level agreements and KPIs are achieved. Meet or exceed key SLAs for service, availability and incident management and Service Request while keeping a focus on quality over pure "met the metric delivery"