Service Delivery Lead IT BSD Outsourced Run App Support
About The Position
The Service Delivery Lead is responsible for ensuring that outsourced IT services are delivered in accordance with the Statement of Work, consistently meeting and enhancing Service Level Agreements (SLAs), and addressing day to day service delivery issues. Key responsibilities include conducting regular performance reviews of the outsourcing partner, managing and updating SLAs and associated metrics, and improving business user satisfaction through effective ticket management in ServiceNow. The role also focuses on maintaining uninterrupted application availability with zero or near zero downtime.The Lead is responsible for ensuring the highest level of service quality, closely liaising with other Service Leads, "ITIL Service Management" process owners and managers, Corporate IT, Architects and other stakeholders to ensure compliance with ConEdison strategy, policies and standards for the entire lifecycle of the services delivered.
Responsibilities
- Ensuring that outsourced IT services are delivered in accordance with the Statement of Work
- Consistently meeting and enhancing Service Level Agreements (SLAs)
- Addressing day to day service delivery issues
- Conducting regular performance reviews of the outsourcing partner
- Managing and updating SLAs and associated metrics
- Improving business user satisfaction through effective ticket management in ServiceNow
- Maintaining uninterrupted application availability with zero or near zero downtime
- Ensuring the highest level of service quality
- Liaising with other Service Leads, "ITIL Service Management" process owners and managers, Corporate IT, Architects and other stakeholders to ensure compliance with ConEdison strategy, policies and standards for the entire lifecycle of the services delivered.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
