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Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading Service Delivery teams to achieve operational excellence and customer satisfaction, with a strong focus on automation initiatives using AI, Machine Learning, and RPA technologies. Proven ability to develop scalable service delivery strategies and manage complex customer relationships across global organizations.
Highest-signal resume keywords
Service Delivery ManagementAI, Machine Learning, And RPA TechnologiesKPI Development And ManagementProject Management PracticesCustomer Relationship Management
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Lead and develop Service Delivery teams to achieve operational, customer, and business objectives
- Foster a proactive, customer-focused approach that maximises value from delivered services
- Develop and implement efficient, scalable service delivery strategies aligned with business goals
- Create service delivery models that promote an outstanding customer experience
- Drive automation initiatives using AI, Machine Learning, and RPA technologies
- Minimise commercial risk and exposure across projects and programmes through governance and leadership
- Partner with Service Delivery leaders to ensure consistent processes, systems, and customer experiences across regions
- Manage project planning, change management, scope control, risk management, and service delivery governance
- Maintain customer escalation paths and ensure services are delivered on time and within agreed scope
- Build strong relationships with customers and internal stakeholders
- Drive continuous improvement initiatives that enhance operational performance and customer outcomes
- Establish and monitor KPIs measuring service delivery effectiveness and customer satisfaction
Requirements
What you’ll need- Experience managing large-scale teams
- 5–10 years’ experience in the IT industry
- 5 years’ management experience
- 5 years’ experience working with an international customer base and personnel
- 5 years’ experience with connectivity services and SD-WAN/security, including a minimum of 2 years
- Proven leadership and management skills with direct Service Delivery experience
- Ability to perform effectively under pressure, make informed decisions, and manage escalations
- Experience handling senior-level customer relationships and complex customer escalations
- Ability to motivate teams and build strong cross-functional relationships across global organisations
- Knowledge of process improvement and automation within delivery and operational environments
- Track record of driving positive organisational change through continuous improvement initiatives
- Experience developing, implementing, and managing KPIs
- Experience managing remote teams and leading organisational change
- Strong understanding of project management practices and delivery governance
- Experience managing budgets and operational costs
- Knowledge of AI, Machine Learning, and RPA technologies within service delivery environments
- Strong understanding of telecommunications platforms, technologies, and service delivery models
- Excellent written, verbal, presentation, and stakeholder management skills
- Normal office hours; remote with flexibility to travel as required for customer/team meetings
Benefits
Comp & perks- Global, collaborative culture
- Continuous learning
- Professional development and career growth opportunities
- Flexible travel arrangements for customer/team meetings
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Delivery StrategiesProcess ImprovementRisk ManagementChange ManagementBudget ManagementTelecommunications TechnologiesSD-WAN/SecurityAutomation InitiativesGovernanceKPI Monitoring
Soft Skills
LeadershipTeam MotivationCross-Functional Relationship BuildingEffective Decision-MakingStakeholder Management
Industry Keywords
IT IndustryCustomer ExperienceOperational PerformanceContinuous ImprovementInternational Customer Base