SERVICE DELIVERY LEAD L2

As a Service Delivery Lead L2, you will ensure excellent customer service delivery of all technology solutions and products to clients through effective project management, service metrics tracking, budget management, issue resolution, and optimal resource allocation.

You will oversee and manage service delivery by meeting all contractual and SLA commitments. This includes ensuring contract compliance, reviewing and driving actions on audit findings, and monitoring all projects on delivery parameters to ensure quality delivery within budget and timelines. You will also ensure service credits, performance incentives, and penalties are accurately reflected in invoices.

You will lead delivery teams to understand customer goals and key performance metrics, monitor delivery dashboards and MIS across accounts, and share account performance with internal/external stakeholders and senior leadership. Managing complex project escalations, resolving potential risks, and eliminating revenue leakage are critical parts of the role.

On the resource management side, you will ensure effective client transitions with well-documented processes, review resource planning and fulfillment in line with account requirements, and maintain a skilled team of delivery resources. You will plan training batches for backfill during crucial periods and ensure retention through relevant trainings and certifications.

You will also partner with assigned black belts for continuous improvement, drive initiatives to improve top-line revenue and bottom-line margins, and implement structured cadence around quality and process excellence.