Managed Services Delivery Lead

Managed Services Delivery Lead is responsible for overseeing the end to end delivery of managed IT services to clients This role ensures service excellence operational efficiency SLA compliance customer satisfaction and continuous improvement across service operations The Delivery Lead acts as the primary liaison between clients and internal technical teams Key Responsibilities Service Delivery Management Own the overall delivery of managed services eg infrastructure applications end user mgmt Ensure compliance with SLAs KPIs and contractual obligations Monitor service performance and drive corrective actions when needed Lead service review meetings weekly monthly quarterly Client Relationship Management Serve as the primary point of contact for key stakeholders Build strong trusted client relationships Manage escalations and major incidents Identify opportunities for service enhancement or upselling Operational Leadership Lead cross functional teams like service desk network cloud security etc Oversee incident problem and change management processes Ensure adherence to frameworks such as ITIL best practices Drive automation and continuous service improvement initiatives Financial and Commercial Oversight Manage service budgets and cost controls Track revenue margins and billing accuracy Support contract renewals and commercial negotiations Risk and Compliance Management Identify operational risks and mitigation strategies Ensure compliance with security and regulatory standards eg ISO SOC Maintain business continuity and disaster recovery readiness Team Leadership and Development Mentor and develop service managers and technical leads Conduct performance reviews and workforce planning Promote a culture of accountability and service excellence