Delivery Lead

1 week ago

Mumbai, Maharashtra, India Outworx Solutions Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Level: L3

L3 (Experience 5+ Incase not explicitly mentioned)

  • Core Responsibilities
  • Governance Leadership: Develop and execute a structured governance plan to monitor, track, and deliver on KPIs, SLAs, and contractual deliverables across all service lines 1.
  • Service Oversight: Ensure daily governance of aging and pending tickets across global technology bins, including coordination with all partners and resolver groups 1.
  • Escalation Management: Act as the escalation point for critical issues, driving them to closure and providing detailed synopses to CUSTOMER service owners as needed 1.
  • Audit & Compliance: Maintain audit trails, respond to audit queries, and ensure compliance with all reconciliation and reporting requirements 1.
  • SLA Management: Conduct SLA reviews with CUSTOMER stakeholders, seek sign-offs, and ensure adherence to agreed service levels 1.
  • Team Engagement & Retention: Lead initiatives for talent engagement, training, and retention to minimize resource churn 1.
  • Continuous Improvement: Propose and implement process enhancements under continual service improvement (CSI) initiatives 1.
  • Availability & Responsiveness: Ensure 24x7 availability to manage urgent requests and escalations, especially during critical business periods 1.
  • MIS & Reporting Oversight
  • Oversee the creation, validation, and analysis of operational reports and dashboards.
  • Ensure timely publication of daily, weekly, and monthly reports, including SLA compliance, ticket trends, asset summaries, and compliance dashboards 1.
  • Collaborate with tools teams to automate reporting and resolve discrepancies in data or formulas.
  • Maintain a repository of reports and ensure regular backups and version control.Provide insights and recommendations based on trend analysis to support business decisions and service improvements 1.

Tools and Technologies:

  • ITIL Processes, ServiceNow, Understanding of Digital workplace services, Self Healing, Self Service Concepts, Service Improvement, team Management and Reporting

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