The Head of Service Delivery is responsible for leading and overseeing end-to-end service operations across managed services, cloud support, infrastructure services, customer support, and technical operations. The role ensures high-quality service delivery, operational efficiency, customer satisfaction, SLA compliance, and continuous service improvement aligned with business objectives and client expectations.

This role will work closely with technical teams, project managers, account managers, cybersecurity, cloud operations, and executive leadership to ensure seamless delivery of IT solutions and support services to clients across multiple industries.

Key Responsibilities

Service Delivery & Operations Management

• Lead daily service delivery operations for managed services, cloud support, infrastructure support, and client technical services.
• Ensure achievement of Service Level Agreements (SLAs), operational KPIs, uptime targets, and customer satisfaction metrics.
• Oversee incident management, escalation handling, service recovery, and issue resolution processes.
• Monitor operational performance and ensure service excellence across all client engagements.

Client & Stakeholder Management

• Build strong relationships with enterprise and government clients to ensure high customer satisfaction and retention.
• Act as the primary escalation point for critical operational and service-related concerns.
• Collaborate with Sales, Account Management, Project Delivery, and Technical Teams to align service delivery with client expectations.
• Conduct service review meetings and provide operational insights to stakeholders.

Operational Excellence & Continuous Improvement

• Drive process optimization, automation, and operational efficiency initiatives.
• Develop and implement SOPs, governance frameworks, service standards, and operational controls.
• Identify service gaps, operational risks, and improvement opportunities.
• Lead initiatives related to ITIL best practices, service governance, and quality management.

People Leadership

• Lead and develop service delivery, support, and operations teams.
• Foster a culture of accountability, customer-centricity, innovation, and continuous learning.
• Conduct coaching, performance management, workforce planning, and capability development.
• Promote collaboration between technical and non-technical teams.

Technology & Service Management

• Partner with cloud, cybersecurity, infrastructure, and engineering teams to ensure stable and scalable service operations.
• Ensure effective utilization of ticketing systems, monitoring tools, and service management platforms.
• Support digital transformation and automation initiatives within service operations.

Reporting & Governance

• Prepare operational dashboards, SLA reports, incident analysis, and executive summaries.
• Track service performance metrics, customer trends, and team productivity.
• Ensure compliance with contractual obligations, security standards, and company policies.

Qualifications

• Bachelor’s Degree in Information Technology, Computer Science, Engineering, Business Administration, or related field.
• At least 5 years of experience in IT operations, managed services, technical support, or service delivery leadership.
• Minimum 5 years of leadership experience handling technical operations or service delivery teams.
• Strong exposure to cloud services, infrastructure support, cybersecurity operations, or managed services environments.
• Experience in handling enterprise or government clients is highly preferred.
• Familiarity with ITIL frameworks, SLA management, incident management, and service governance.
• Experience with ticketing systems, monitoring tools, and IT service management platforms.
• Strong stakeholder management, leadership, analytical, and communication skills.