6-8 years of experience in IT Service Delivery Lead or Manager role
Strong understanding of ITSM frameworks and platforms
Proven ability to manage SLAs, KPIs, and service reviews
Requirements:
Own end-to-end service delivery quality for AI Operations engagement
Primary interface for the client's service owner, responsible for SLAs and KPIs
Oversee the implementation of Serval as the agentic ITSM layer
Job description
Role: Serval ITSM AI Service Delivery Lead
Skills: IT Service Management Consulting~AI & Gen AI - Products & Tools
Experience Required: 6-8 years
Role Descriptions:
This role will own the end-to-end service delivery quality for the AI Operations engagement.
The lead will be the primary interface for the client's service owner| responsible for SLAs| KPIs| operational governance| and chairing monthly service reviews.
A key responsibility will be overseeing the implementation of Serval as the agentic ITSM layer.
Essential Requirements:
Experience in an IT Service Delivery Lead or Manager role| overseeing service quality and operational governance.
Strong understanding of ITSM frameworks and experience with ITSM platforms (Serval experience is a huge plus).
Proven ability to manage SLAs| KPIs| and service reviews in a client-facing role.
Experience with AI-driven support operations| including license management and automated issue resolution.
Familiarity with Slack-based support environments and enterprise AI tools like ChatGPT and Claude.
Good-to-Have:Direct experience with Serval implementation or similar agentic ITSM solutions.
Background in AI Operations (AIOps).
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
