Service Delivery Team Lead

Found in: Appcast CA A2 P - 2 weeks ago


Greater Montreal Metropolitan Area, Canada Kyndryl Full time

Job Title: Service Delivery Team Lead


Contract until June 12th 2025

Hybrid (Montreal office)

35.7 hours a week


***Need Federal Government Secret Clearance***


We are seeking a skilled and motivated Domain Team Lead to support the Service Delivery Manager in managing all aspects of service desk operations, while also overseeing a remote office.


Job Description

The successful candidate will play a pivotal role in assisting with client interactions, ensuring service quality, and implementing process improvements.

**Responsibilities:**

- Collaborate closely with the Service Delivery Manager to address client issues, concerns, and requests related to service desk provisions.

- Assist in ensuring the provision of high-quality support services and adherence to service level agreements.

- Support the Service Delivery Manager in managing reporting activities and monitoring performance metrics.

- Aid in implementing changes to services and coordinating project delivery as directed by the Service Delivery Manager.

- Actively participate in client meetings alongside the Service Delivery Manager to provide insights into service delivery performance.

- Assist in defining technical workload specifications and contributing to management action plans.

- Provide support in providing corrective actions within the remote office environment and proposing process improvements.

- Manage the day-to-day operations of the remote office, including overseeing staff, ensuring productivity, and maintaining service standards.

- Collaborate with the Service Delivery Manager and other team leads to ensure seamless integration and alignment of operations between the main office and the remote location.

Requirements:

- Minimum of 5 years of experience in managing IT service desk teams.


- FEDERAL GOVERNMENT SECRET CLEARANCE


- Demonstrated expertise in producing management action plans and defining technical workload specifications.

- Proven track record of ensuring the fulfillment of service level agreements and delivering high-quality IT technical support services.

- Experience providing corrective actions and proposing process improvements in a similar environment.

- Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.

- Strong organizational and leadership abilities, with the capacity to manage remote teams and drive performance.


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