Service Delivery Engineer Lead

Title:Service Delivery Engineer Lead
Location:Southeastern United States (Hybrid: Combination of onsite and remote work)
Position Type: Full Time/Perm

Job Description:
* The Service Delivery Engineer Lead is responsible for ensuring the efficient delivery of services while meeting or exceeding client expectations.
* This role involves advanced troubleshooting, team monitoring, and fostering strong relationships with customers.
* The position emphasizes quality, operational standards, and continuous improvement in service delivery processes.

Responsibilities:
* Provide all levels of support, including addressing tickets, phone queries, and in-person requests.
* Oversee service delivery, ensuring alignment with service level agreements (SLAs).
* Act as the main point of contact for assigned customers, managing their service needs through ticketing systems and phone interactions.
* Monitor and enhance the efficiency and effectiveness of service delivery processes.
* Resolve escalations promptly and drive continuous improvement initiatives.
* Manage and mentor service delivery teams, promoting collaboration and high performance.
* Provide training and professional development for team members.
* Stay updated on industry trends and generic technology advancements to maintain innovative service offerings.
* Develop and maintain documentation for service delivery processes and best practices.
* Act as a technical advisor, offering guidance on technology trends and process optimization.
* Attend meetings as needed and relay important updates to relevant teams.
* Collaborate on projects with infrastructure teams and provide updates to management.

Required Skills:
* Strong leadership and team management capabilities.
* Advanced troubleshooting skills with the ability to resolve complex issues.
* Proficiency in service delivery processes and tools.
* Strong organizational and communication skills.
* Familiarity with industry-standard technologies and best practices.

Desired Skills:
* Experience with continuous improvement initiatives.
* Knowledge of advanced service delivery frameworks.
* Ability to adapt to dynamic environments and manage multiple priorities effectively.

Compensation:
Pay Range: $65000-$70000/year

Benefits:
A comprehensive benefits package is offered. Reach out to to find out more.

EEO Statement:
Learn more about our EEO policy here: .

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