Service Delivery Lead

Job Description Must Have Technical/Functional Skills

• Strong experience in IT service delivery management (L2/L3 support environments)
• Expertise in ITIL processes (Incident, Problem, Change, Release, Service Request)
• Experience managing global delivery models (onsite/offshore)

• Familiarity with Service Now for ITSM operations
• Understanding of application lifecycle management, deployments, and integrations

• Strong stakeholder management and communication skills
• Leadership experience managing cross-functional teams
• Problem‑solving, escalation handling, and decision‑making capabilities

• Service Delivery & Governance
  • Own and manage end‑to‑end Tulip support services covering Incident, Request, Change, Access, and Migration Management processes
  • Ensure delivery adherence to agreed scope, service models, and contractual obligations
  • Act as the single point of accountability for service performance and delivery outcomes
• Operational Management
  • Lead day‑to‑day support operations including:
  • Incident triaging and resolution based on priority and business impact
  • Service request fulfillment through Service Now (RITMs, access provisioning, migrations)
  • Deployment and migration of Tulip applications across environments
  • Ensure seamless 24x7 support coverage and operational continuity for production systems
• SLA & Performance Management
  • Monitor, track, and ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs)
  • Drive operational excellence through trend analysis of tickets, backlog management, and service improvements
  • Prepare and present periodic service performance reports (e.g., Monthly Service Reports)
• Stakeholder & Customer Engagement
  • Serve as the primary interface between business stakeholders, platform teams, and delivery teams
  • Lead governance forums, service reviews, and executive communication cadences
  • Align service delivery priorities with business objectives and roadmap initiatives
• Incident, Escalation & Risk Management
  • Own and manage critical incident escalations, ensuring timely resolution and communication
  • Identify and proactively mitigate delivery risks related to capacity, platform stability, and site rollouts
  • Collaborate with program management and enterprise teams to resolve complex issues
• Resource & Capacity Planning
  • Plan and optimize resource allocation based on support demand, ticket trends, and site expansion requirements
  • Manage onsite‑offshore delivery model and ensure appropriate coverage across business hours
  • Drive team onboarding, training, and capability development

• Identify and implement opportunities for process optimization and automation (e.g., access provisioning, monitoring, testing)
• Drive initiatives for proactive monitoring, self‑service, and self‑healing capabilities
• Enhance service delivery through SOP standardization and workflow improvements

• Ensure adherence to Tulip SOPs, validation requirements, and regulatory compliance standards
• Support audit and inspection readiness through documentation, traceability, and process controls
• Maintain quality standards across all service delivery activities

• Lead transformation initiatives aligned with digital strategy and Tower‑X operating model
• Support expansion of Tulip platform capabilities, integrations, and global rollouts
• Identify and drive innovation opportunities to improve efficiency and business outcomes

• Provide structured communication including daily/weekly operational updates, monthly and quarterly service reviews, executive summaries and governance reporting
• Ensure transparent communication during incidents, outages, and major changes

• Resource should be a quick learner and self‑driven; capable of working with client partners to meet strategic objectives
• Resource must be able to identify, mentor and hone talent to build leaders from within a team

$110,000- $120,000 a year

• Discretionary Annual Incentive
• Comprehensive Medical Coverage:
  Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans
• Family Support:
  Maternal & Parental Leaves
• Insurance Options:
  Auto & Home Insurance, Identity Theft Protection
• Convenience & Professional Growth:
  Commuter Benefits & Certification & Training Reimbursement
• Time Off:
  Vacation, Time Off, Sick Leave & Holidays
• Legal & Financial Assistance:
  Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing

BACHELOR OF COMPUTER SCIENCE