We are looking for a strategic and results-driven Digital Service Delivery Lead to oversee the management of digital incidents. This role requires a deep understanding of digital service environments and the ability to lead teams in resolving complex issues effectively. The Digital Service Delivery Lead will ensure that mid-to-high priority digital incidents are managed efficiently, driving improvements in service delivery and customer satisfaction.
Key Responsibilities:
- Incident Leadership: Take charge of Sev 2 and Sev 3 digital incidents, ensuring they are prioritized, managed, and resolved in alignment with service level agreements
(SLAs) and organizational objectives.
- Team Management: Lead a team of service delivery specialists and digital incident managers, providing guidance, support, and oversight throughout the incident lifecycle.
- Incident Coordination: Coordinate with cross-functional teams including IT, engineering, and operations to address and resolve complex digital incidents. Ensure effective communication and collaboration among all stakeholders.
- Strategic Oversight: Develop and implement strategies to enhance incident management processes for Sev 2 and Sev 3 issues. Monitor and assess performance metrics to drive continuous improvement.
- Customer Communication: Maintain strong relationships with key stakeholders and clients, providing timely and transparent updates on incident status and resolution efforts. Address and resolve any concerns or escalations.
- Root Cause Analysis: Lead post-incident reviews and root cause analysis to identify underlying issues and recommend preventive measures. Drive implementation of improvements based on findings.
- Process Optimization: Develop and refine digital service delivery processes, incorporating best practices and lessons learned from incident management to optimize efficiency and effectiveness.
- Reporting and Documentation: Ensure comprehensive documentation of incident details, actions taken, and outcomes. Prepare and present regular reports on incident metrics, trends, and performance to senior management.
Qualifications:
- Experience: Minimum of 10+ working years of experience in digital service delivery, incident management, or a related field, with a proven track record in managing Sev 2 and Sev 3 incidents.
- Leadership: Demonstrated experience in leading teams, with strong leadership and management skills. Ability to motivate and guide a team through complex incident resolution processes.
- Technical Expertise: Solid understanding of digital service environments, incident management tools.
- Communication Skills: Exceptional verbal and written communication skills, with the ability to effectively convey complex technical information to diverse audiences.
- Analytical Skills: Strong analytical and problem-solving abilities, with a focus on root cause analysis and process improvement.
- Customer-Centric: Strong commitment to customer satisfaction, with a proactive approach to addressing and resolving client issues.