Service Delivery Engineer Lead

Job Description:

The Service Delivery Lead ensures that services are delivered efficiently, meeting or exceeding client expectations while maintaining quality and operational standards. This role involves Tier 3 troubleshooting to help resolve issues, assisting in monitoring the team, and fostering a strong relationship between the organization and its customers.

Responsibilities:

• All levels of support will be required including working tickets, answering phone and some walk-ups
• Oversee the delivery of services to clients, ensuring alignment with service level agreements (SLAs).
• Serve as the primary point of contact for assigned customers, managing their service delivery needs, and ensuring high levels of customer satisfaction via our ticketing queue and phone calls.
• Monitor service delivery processes to ensure efficiency and effectiveness.
• Act as the primary point of contact for escalations, resolving issues promptly.
• Drive continuous improvement initiatives to enhance service quality.
• Manage and mentor service delivery teams, promoting collaboration and high performance.
• Provide training and professional development opportunities for team members.
• Stay updated on industry trends and technologies to drive innovation.
• Monitor tickets, feedback, and identify opportunities for additional value-added services.
• Develop and maintain comprehensive documentation related to service delivery processes, procedures, and best practices.
• Act as a technical advisor to the Service Desk Engineer providing guidance on technology trends, best practices, and optimization opportunities.
• Stay informed about industry developments and emerging technologies to ensure that our service offerings remain accurate.
• Attend meetings when needed if the Service Delivery Manager is not available, making sure to notate the details and where the Service Desk is needed.
• Work on projects with the infrastructure team and provide updates back to Manager.