Service Delivery Lead

Accountable for end-to-end service delivery and customer success across multi-year transit programs, ensuring contractual SLA and KPI compliance.

Manage cross-functional teams and subcontractors to deliver unified, outcome-driven service experiences, including incident management, preventive maintenance, and on-site troubleshooting.

Drive continuous improvement by monitoring service performance, orchestrating incident/problem/change processes, and maintaining strong customer relationships.

Bachelor’s degree in Business, Engineering, IT, or related field.

6+ years in service delivery, managed services, customer success, or mission-critical operations.

Strong ITIL foundation with expertise in incident, problem, and change management, and SLA governance.

Experience operating in long-term, contractual environments; flexibility to support 24/7 operations including weekends and holidays.

Experienced in managing multi-disciplinary and matrixed teams within global organizations, particularly in transit, payments, or regulated environments.

Demonstrates financial acumen and cost management in service delivery contexts.

Comfortable working in mission-critical, high-availability operations with direct customer engagement and escalation management.