Service Delivery, Supervisor

Responsibilities:

• Lead, mentor, and manage a diverse team, providing guidance and support to ensure high performance.
• Implement, monitor, and report on service delivery metrics to clients and internal stakeholders.
• Oversee personnel onboarding, training, and service improvement activities, ensuring adherence to systems, methodologies, and processes.
• Drive internal and client meetings focused on delivery performance, service quality, process improvements, and future planning.
• Ensure service quality and performance meet client expectations; anticipate future demand and incorporate it into capacity planning.
• Collaborate with Business Development and Client Partner teams to support growth, including contributions to Statements of Work and managed services development.
• Work with SMEs and stakeholders to define product roadmaps and translate them into actionable user stories or RFPs.
• Partner with Talent Acquisition to build strong candidate pipelines, conduct interviews, and support hiring strategies.
• Maintain employee retention programs and incentive initiatives to ensure field team satisfaction.
• Manage IT components of projects, ensuring delivery meets time, cost, quality, and benefits realization requirements.
• Resolve complex issues and risks, taking ownership of escalated problems and implementing effective solutions.
• Plan, prioritize, and allocate team workloads based on capacity, capability, and business priorities.
• Support continuous improvement and operational excellence in IT infrastructure and software services delivery.
• Perform other duties as required to ensure effective service delivery.