Service Desk Lead

The Service Delivery Lead is responsible for the successful delivery of services to clients, ensuring they are provided with high-quality solutions that meet expectations. This role involves managing client relationships, coordinating with various teams, monitoring performance, and ensuring services are delivered within agreed-upon service level agreements (SLAs).

Key Responsibilities :

• Service Delivery Management : Oversee the end-to-end delivery of services to clients, ensuring they meet quality standards, SLAs, and client expectations.
• Client Relationship Management : Act as the primary point of contact for clients, ensuring open communication, addressing concerns, and building strong, long-lasting relationships.
• Team Leadership : Lead, motivate, and support cross-functional teams to ensure the effective execution of service delivery.
• Problem Resolution : Identify and resolve service delivery issues, ensuring minimal disruption to clients and maintaining high satisfaction levels.
• Process Improvement : Continuously review and improve service delivery processes to enhance efficiency, effectiveness, and customer satisfaction.
• Performance Monitoring : Track and report on service performance metrics, ensuring SLAs and KPIs are consistently met.
• Collaboration : Work closely with other departments (such as IT, operations, and support teams) to ensure services are delivered according to the defined requirements.
• Risk Management : Proactively identify and mitigate any potential risks or challenges related to service delivery.
• Reporting : Prepare regular reports on service delivery performance, client feedback, and ongoing improvements.
• Escalation Management : Handle escalations from clients, addressing concerns and ensuring timely resolutions.

Qualifications :

Desired Attributes :

Skills Required

Service Delivery Management, Client Relationship Management, Team Leadership