Service Delivery Lead, L3

2 weeks ago

Manila, National Capital Region, Philippines Kroll Full time

Role Overview

The Service Delivery Process Lead is responsible for establishing and governing service delivery processes across SupportOps. This role ensures ITIL-aligned practices, maintains the service catalog, and drives SLA compliance and reporting. Working closely with Technical Business Analysts, Data Operations, and Quality Assurance teams, the Process Lead will set up KPI dashboards, monitor ticket flow, and proactively escalate risks to keep delivery on track.

This position is central to building operational maturity, ensuring services are clearly defined, resourced, and measured. While the Technical Business Analysts focus on ticket intake and assignment, the Service Delivery Process Lead supports them with structure, process, and real-time reporting. Over time, the role may also manage a Service Delivery Analyst or Coordinator to support reporting and queue management needs.

Key Responsibilities

Service Catalog & ITIL Alignment

  • Develop, publish, and maintain the service catalog for Production Operations, Data Operations, and Quality Assurance.

  • Define clear SLAs, ownership, and escalation paths for all services.

  • Ensure daily operations align with ITIL v4 principles (incident, problem, request, and change management).

SLA Monitoring & Escalation

  • Track ticket queues for SLA compliance and bottlenecks.

  • Conduct real-time outreach when tickets are stalled or nearing SLA breach.

  • Establish playbooks for escalation and delayed service resolution.

KPI & Dashboard Reporting

  • Build and maintain dashboards tracking ticket volume, backlog, SLA compliance, and throughput.

  • Deliver weekly and monthly reports to leadership with trends and insights.

  • Highlight root causes of delays and recommend corrective actions.

Skills & Resource Tracking

  • Maintain a skills and cross-training matrix across Prod Ops, Data Ops, and QA.

  • Identify resource constraints or service catalog gaps and escalate to leadership.

  • Recommend training or hiring needs to strengthen coverage and service quality.

Continuous Improvement

  • Partner with Technical Business Analysts to ensure tickets are assigned, refined, and progressed in line with process.

  • Use reporting insights to recommend process and SOP improvements.

  • Drive adoption of service delivery maturity practices across global teams.

Requirements

  • Experience: 5–7 years in service delivery, ITIL, or technology operations, with process ownership experience.

  • Framework Knowledge: Strong knowledge of ITIL v4; ITIL certification preferred.

  • Tools: Experience with ticketing systems (ServiceNow, Jira, ) and dashboarding tools (Power BI, Tableau, or Excel).

  • Reporting Skills: Proven ability to build SLA/KPI dashboards and generate actionable insights.

  • Collaboration: Ability to work across Data Ops, QA, and Production Ops, aligning multiple stakeholders.

  • Mindset: Process-driven, detail-oriented, proactive, with strong follow-up and escalation discipline.

What We Offer

  • Competitive salary and benefits package.

  • Opportunity to build and own service delivery process maturity from the ground up.

  • Exposure to global teams with potential to grow into a Service Delivery Manager role.

  • A dynamic, fast-paced environment where operational excellence is critical to business success.

#LI-TL1

#Hybrid

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