Service Delivery Lead

Job Description

About the Role
The Service Delivery Lead is responsible for ensuring high-quality, end-to-end service delivery by connecting client needs with data, analytics, and internal capabilities. This role combines client engagement, delivery ownership, and cross-functional leadership to drive operational excellence, continuous improvement, and client satisfaction.
Depending on business needs, the role may be client-focused or task-focused, with shared accountability for service performance and quality.

 

Key Responsibilities
Service Delivery & Client Management

• Own the delivery of analytics and reporting, ensuring accuracy, timeliness, and adherence to quality standards.
• Translate business requirements into technical specifications and oversee execution.
• Act as a trusted advisor to clients, providing insights, recommendations, and issue resolution.
• Manage client interactions, expectations, and escalations in a service-oriented manner.

Analytics & Projects

• Lead analytical and ad-hoc requests, delivering clear insights and presentations.
• Coordinate cross-functional planning and execution of internal and client projects.
• Identify opportunities to connect client needs with relevant products and solutions.

Operational Excellence

• Define and track key performance and quality metrics.
• Oversee inquiry management through ticketing systems and ensure timely resolution.
• Own data quality processes from issue identification to resolution.

Collaboration

• Partner with global, cross-functional teams within a follow-the-sun delivery model.
• Support change management, training, and continuous improvement initiatives.

Skills & Qualifications

• Excellent written and verbal English
• Strong client-facing and stakeholder management skills
• Proven experience in data analysis, problem-solving, and delivery management
• Ability to manage multiple priorities and drive execution through standard processes
• Proficiency in Microsoft Excel, PowerPoint, Outlook, and Teams
• Ability to quickly learn and adopt proprietary tools and platforms

Technical Environment

• Microsoft Office tools
• Project and issue tracking tools (e.g., Monday.com, Jira)
• Ticketing systems for client support and data investigation
• Business intelligence and reporting platforms
• Strong willingness to learn and adapt to evolving technologies

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Job Description - Grade Specific

Manage an engineering unit of ~150 engineers, specialized in a specific engineering discipline or field. Accountable for people, utilization, and economics of hisorher unit, relying on key operations business partners. Animates peoples careers through senior engineers acting as ˜people managers for 5 to 10 other engineers.