About the role
About Our Client
Are you a proven leader in Service Delivery or Customer Success, ready to define and architect the processes that drive organizational efficiency?
We are looking for a Senior Implementation Lead to strategically manage complex, high-stakes implementations, mitigate systemic risks, and mentor the next generation of implementation specialists. Your focus will be on leveraging the ITIL framework to achieve world-class service delivery.
Responsibilities
- Exhibit a "look around the corner" strategic mindset to identify systemic delivery risks and implement robust, preventative measures across the entire service delivery methodology.
- Lead high-stakes project negotiations involving competing priorities from internal (Engineering, Finance) and external (Customer CTO/IT Director) stakeholders to align expectations and ensure expedited revenue realization.
- Utilize an advanced understanding of the ITIL framework to identify areas for continuous improvement and architect consistent, high-quality delivery methodologies across all product lines.
- Take full accountability for the overall team resource balancing, ensuring balanced workloads and smooth execution across all customer segments.
- Leverage advanced proficiency in data analytics tools (e.g., Power BI, Tableau) to analyze delivery bottlenecks, measure RFT/OTIF performance, and drive strategic improvements.Requirements
- 6+ years of extensive experience in Service Delivery, Program Management, or Customer Success leadership within the technology sector.
- Proven ability to manage complex, multi-functional stakeholder alignment and drive organizational process change.
- Expert capability in using data analytics tools to measure and optimize delivery performance.
- Demonstrated ability to mentor junior team members and manage high-level team workloads.Ready to elevate your career? Apply now!
Please submit your CV and a brief cover letter detailing your relevant Service Desk experience and English proficiency
Note: Ou