Service Delivery Lead (Managed Services)

About the Role 

The Service Delivery Lead (SDL) plays a pivotal role in ensuring the successful day-to-day operation of managed services engagements. While sharing many responsibilities with the Service Delivery Manager, the SDL often focuses on the tactical and operational execution of service delivery tasks. This role ensures service quality, SLA adherence, team alignment, and delivery transparency for assigned engagements. 

This role is ideal for someone who seeks to showcase their ability to build a successful organisation and combines expert people and operational leadership with strong technical understanding and excels in high-stakes client interactions. 

Key Responsibilities: 

• Operational Performance: Ensure all managed services activities are executed efficiently and aligned with SLA commitments.
•  Client Transparency and Satisfaction: Provide visibility into service performance and maintain trust through regular, transparent communication. 
•  Team Coordination and Oversight: Guide daily execution of work within the service delivery team, supporting timely, high-quality outcomes. 
•  Quality and Compliance: Support adherence to standards and ensure continuous improvement of service object quality. 

Requirements: 

- Experience in managed services, automation engineering, or technical delivery leadership. 

- Understanding of automation platforms, architecture principles, and engineering best practices. 

- Proven ability to lead multi-disciplinary teams across multiple engagements. 

- Exceptional communication skills, especially with senior stakeholders. 

- Strong organizational skills to manage tickets, SLAs, and service team activities in a dynamic environment. 

- Demonstrated success in improving SLA performance, service quality, and operational maturity. 

- Proficiency in ticketing and monitoring platforms, with an ability to extract and interpret performance metrics. 

- Experience in working effectively across roles (engineering, business analysis, leadership) to deliver results. 

- A strategic mindset with the ability to identify patterns, risks, and opportunities across a portfolio. 

What we offer: 

- Influence the direction and maturity of a global Managed Services organization. 

- Work with high-value clients and cutting-edge automation technologies. 

- Lead a talented team of delivery and engineering professionals. 

- Shape the future of Managed Services and contribute to Roboyo’s global service excellence.