Service Delivery Lead
Our ideal candidate will oversee business unit performance, manage teams, and mentor engineers. They will enhance team skills, develop the engineering department, and provide expertise when needed.
* Mentor and develop the growing engineering team.
* Guide and mentor Resource Controllers, implement daily structures, and assist with escalations.
* Ensure the delivery and growth of the business units margin.
* Maximize revenue and profitability per employee through effective KPI management.
* Increase the teams understanding of SLA obligations and commercial awareness.
The successful candidate will lead by example, promoting a culture of learning and high customer service standards. They will also ensure the delivery of contracted Service Levels and KPIs, and provide a framework for swift and effective client responses.
Additionally, they will build and maintain proactive, positive, and effective client relationships, and own major incident escalations, coordinate resolutions with internal and external parties, communicate effectively with stakeholders, and conduct post-incident reviews and recommendations.
Key Responsibilities:
As a key member of our team, you will be responsible for:
* Assisting Sales Consultants with business development for existing and new accounts, acting as a technical lead.
* Engaging with potential clients to understand their needs and present tailored IT solutions.
* Collaborating with technical teams to design and propose solutions that meet client requirements.
* Preparing detailed proposals, including cost estimates, timelines, and technical specifications.
* Conducting product demonstrations and presentations to showcase the value of proposed solutions.
* Responding to Requests for Proposals (RFPs) and Requests for Information (RFIs) from potential clients.
* Providing technical support during the sales process to address client queries and concerns.