Job Overview:
We are seeking a seasoned Service Delivery Expert to establish and operationalize a new service, define customer journey maps, codify processes, and ensure scalable delivery.
This is a hands-on role for someone ready to build the service from scratch and drive it into steady-state operations. Key responsibilities include designing and implementing a blueprint for service delivery, codifying procedures, defining roles and quality standards, and collaborating with stakeholders to embed best practices across the organization.
The ideal candidate will have proven experience in service design and transition within IT services, managed services, or SaaS support, with strong knowledge of service management frameworks (e.g., ITIL) and a practical, commercially-minded approach.
Key Requirements:
* Proven experience in service design and transition
* Strong knowledge of service management frameworks (e.g., ITIL)
* Demonstrated ability to map customer journeys and embed governance and quality standards
* Extensive background in customer operations, enterprise support, or consulting
* Track record of delivering repeatable processes and coaching internal teams on adoption
About the Role:
* Type: Fixed-term contract
* Seniority level: Mid-Senior
* Industry: Professional Services
Benefits:
We offer a fixed-term contract for 6-12 months.