Service Delivery Lead

• Oversee the operational and commercial success of Managed Services engagements within their portfolio.
  
• Manage engagements, ensuring service level agreements are consistently satisfied.
  
• Gathering data to for key performance indicator to ensure Service Delivery Manager have accurate management information.
  
• Serve as the primary point of contact for regular operational matters related to the Managed Services engagements.
  
• Provide operational transparency and performance visibility to clients and Roboyo leadership.
  
• Attend regular cadences included in their service tier, representing the service delivery team.
  
• Act as the primary point of escalation for issues arising withing their portfolio of Managed Services engagements.
  

Specific Business Development: Responsibilities & tasks

• Ensures we have the right environment and the right resource load to deliver on commitments and expectations; provides transparency and performance visibility to client and Roboyo leadership; builds sustainable client relationships.
  
• Ensure coverage periods are maintained at all times for all engagements in the portfolio.
  
• Ensure service level agreements for each service tier are consistently satisfied.
  
• Ensure service delivery teams have a clear understanding of their engagements, including service objects, coverage requirements, SLAs, and reporting.
  
• Articulate technical problems and solutions with other IT professionals.
  
• Ensure service delivery teams regularly verify service objects in client systems, to confirm they are operating as expected.
  
• Uphold Managed Services delivery standards and best practices for all engagements.
  

Requirements

• Bachelor's degree in business, Information Technology, or related field.
  
• Proven experience in service delivery management, preferably in a Managed Services environment.
  
• Strong understanding of service legal agreements and operational best practices.
  
• Excellent communication and collaboration skills.
  
• Escalation management and problem-solving skills.
  
• Understanding of the full software development lifecycle.
  
• ​Experience of good service management.
  

Benefits

Growth

• Join a market-leading firm in one of the fastest-growing industries to pioneer the next generation of automated technologies
  
• Tailored development plan with career coaching
  
• Regular feedback – we value your opinion, and we appreciate new ideas
  
• International career and project opportunities
  
• Deepen your working knowledge of intelligent automation through our structured training courses (the Roboyo Academy)
  

Team

• Immerse yourself in an exciting, positive, and creative atmosphere and generate novel solutions to some of our clients most complex challenges
  
• Working in different international and cross-cultural teams for each project
  
• Regular Team Events where colleagues become friends.