Service Delivery Lead

Job Title: Service Delivery Lead

Location :Indianapolis, Indiana, United States

Full time

Strong experience in IT service delivery management (L2/L3 support environments)

o Expertise in ITIL processes (Incident, Problem, Change, Release, Service Request)

o Experience managing global delivery models (onsite/offshore)

Technical Skills

o Familiarity with ServiceNow for ITSM operations

o Understanding of application lifecycle management, deployments, and integrations

Soft Skills

o Strong stakeholder management and communication skills

o Leadership experience managing cross-functional teams

o Problem-solving, escalation handling, and decision-making capabilities

Roles & Responsibilities

1. Service Delivery & Governance

• Own and manage end-to-end Tulip support services covering Incident, Request, Change, Access, and Migration Management processes

• Ensure delivery adherence to agreed scope, service models, and contractual obligations

• Act as the single point of accountability for service performance and delivery outcomes

2. Operational Management

• Lead day-to-day support operations including:

o Incident triaging and resolution based on priority and business impact

o Service request fulfillment through ServiceNow (RITMs, access provisioning, migrations)

o Deployment and migration of Tulip applications across environments

o Ensure seamless 24x7 support coverage and operational continuity for production systems

3. SLA & Performance Management

o Monitor, track, and ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs)

o Drive operational excellence through trend analysis of tickets, backlog management, and service improvements

o Prepare and present periodic service performance reports (e.g., Monthly Service Reports)

4. Stakeholder & Customer Engagement

o Serve as the primary interface between business stakeholders, platform teams, and delivery teams

o Lead governance forums, service reviews, and executive communication cadences

o Align service delivery priorities with business objectives and roadmap initiatives

5. Incident, Escalation & Risk Management

o Own and manage critical incident escalations, ensuring timely resolution and communication

o Identify and proactively mitigate delivery risks related to capacity, platform stability, and site rollouts

o Collaborate with program management and enterprise teams to resolve complex issues

6. Resource & Capacity Planning

o Plan and optimize resource allocation based on support demand, ticket trends, and site expansion requirements

o Manage onsite-offshore delivery model and ensure appropriate coverage across business hours

o Drive team onboarding, training, and capability development

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7. Continuous Improvement & Automation

o Identify and implement opportunities for process optimization and automation (e.g., access provisioning, monitoring, testing)

o Drive initiatives for proactive monitoring, self-service, and self-healing capabilities

o Enhance service delivery through SOP standardization and workflow improvements

8. Compliance & Quality Assurance

o Ensure adherence to Tulip SOPs, validation requirements, and regulatory compliance standards

o Support audit and inspection readiness through documentation, traceability, and process controls

o Maintain quality standards across all service delivery activities

9. Transformation & Innovation

o Lead transformation initiatives aligned with digital strategy and Tower-X operating model

o Support expansion of Tulip platform capabilities, integrations, and global rollouts

o Identify and drive innovation opportunities to improve efficiency and business outcomes

11. Communication & Reporting

o Provide structured communication including:

 Daily/weekly operational updates

 Monthly and quarterly service reviews

 Executive summaries and governance reporting

o Ensure transparent communication during incidents, outages, and major changes

Generic Managerial Skills, If any

Resource should be quick learner and self-driven; capable of working with client partners to meet

strategic Objectives

· Resource must be able to identify, mentor and hone talent to build leaders from within a team.