About this role
Lead service delivery operations by creating disciplined workflows and ensuring delivery commitments are predictable and repeatable. Own and enforce the one-business-day SLA, monitor performance using metrics and dashboards, and handle escalations for customer delivery issues.
Key Responsibilities
- Define and refine service delivery workflows
- Manage capacity and headcount to balance demand
- Own and enforce the one (1) business day SLA with real-time queue monitoring
- Track delivery performance using metrics, dashboards, and operational reviews
- Escalate and lead resolution for customer delivery issues with cross-functional alignment
Technical Overview
Primarily operational and performance management focused, centered on SLA enforcement, queue monitoring, and measurable delivery tracking. The role may include tooling for dashboards and ticket queues, but specific platforms are not named in the posting.
Ideal Candidate
The ideal candidate is a mid-level service delivery leader who can define and continuously refine service delivery workflows and enforce a strict one-business-day SLA. They have hands-on experience monitoring queues and delivery performance with metrics and dashboards, coaching teams, and managing subcontracted service partners while serving as the primary escalation point for customer delivery issues.
Must-Have Skills
Definedocumentand continuously refine service delivery workflowsPlan and actively manage team capacity and headcountOwn and enforce the one (1) business day SLA for all customer-facing ticketsMonitor and report on delivery performance using metricsdashboardsand operational reviewsServe as a primary escalation point for customer delivery issues
Required Skills
service delivery workflowscapacity planningheadcount planningSLA ownershipreal-time queue monitoringcorrective actiondelivery performance metricsdashboardsoperational reviewsperformance managementgoal settingcoachingfeedbackformal improvement planssubcontracted service partners coordinationescalation managementcross-functional alignmentcontinuous improvement
Hard Skills
service delivery workflows definitiondocumenting operating procedurescapacity planningheadcount planningSLA ownershipreal-time queue monitoringcorrective actiondelivery performance monitoringmetricsdashboardsoperational reviewsperformance managementgoal settingcoachingfeedbackformal improvement planssubcontracted service partner managementperformance trackingquality managementturnaround standards enforcementcustomer delivery escalation managementcross-functional alignmentissue resolutionservice delivery discipline
Soft Skills
leadershipaccountabilityownershipmeasurable results mindsetcustomer-facing communicationcross-functional collaborationproblem-solvingprocess improvement thinking
Keywords for Your Resume
Service Delivery Managerservice deliveryservice delivery workflowsoperating procedurescapacity planningheadcountone (1) business day SLASLAcustomer-facing ticketsreal-time queue monitoringcorrective actiondelivery performancemetricsdashboardsoperational reviewsperformance managementgoal settingcoachingfeedbackformal improvement plansaccountabilityownershipsubcontracted service partnersprimary escalation pointcustomer delivery issuescross-functional alignmentcontinuous improvement
Deal Breakers
Must be able to own and enforce the one (1) business day SLA for all customer-facing tickets
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