Service Delivery Lead

Continuant•Fife, WA

6d•Onsite

About The Position

Continuant is a Managed Services Provider and Systems Integrator specializing in multi-OEM telecommunications support, Unified Communications, and Audio-Visual solutions. Our mission is to help organizations stay reliably connected; whether they're hospitals, universities, manufacturers, or government agencies. From supporting complex telecom environments to integrating AV solutions, Continuant equips customers to make the most of every opportunity, by delivering world-class service around the clock. Continuant Core Values Passionate Service - Enthusiastically engage with our customers and colleagues, investing in strong relationships. Calculated Agility - Demonstrate the ability to rapidly gain understanding of unfamiliar situations, formulate strategic solutions that benefit all parties, and take effective action. Fierce Integrity - Demonstrate fierce integrity by following through on your commitments and lead by example. Unwavering Grit - Show relentless determination, passion, and resilience in the face of challenges. Pursue Improvement - Maintain a curious and courageous mindset, constantly questioning the status quo. We're seeking a full-time, onsite Service Delivery Lead (SDL) to join our experienced Service Operations team in Fife, WA. If you bring a blend of technical fluency, customer service savvy, and a knack for guiding others, you’ll thrive in this fast-paced, mission-critical role. As an SDL, you’ll lead the daily delivery of service and support across a range of technologies and customers. You’ll work cross-functionally to ensure alignment to SLAs, escalate issues, guide internal teams, and help Continuant deliver on its promise of excellence.

Requirements

2+ years of experience in technical service delivery or operations leadership
Familiarity with ITIL practices (certification is a plus)
Background in networking, telecommunications, or IT support environments
Comfortable using Office 365 apps (Teams, Outlook, SharePoint, OneNote, Visio)
Experience coaching or mentoring team members
Strong communication and documentation skills

Responsibilities

Prioritize and assign technical work across engineers and Customer Service Reps (CSRs)
Monitor and manage queues in ServiceNow
Ensure on-call rosters and scheduled work calendars are accurate and updated
Monitor ticket aging, SLA compliance, and customer KPIs
Audit breached or escalated tickets and drive resolutions/recommend remediation
Push change and incident updates to customer stakeholders as needed
Train and coach team members on ServiceNow practices, scope of work writing, and troubleshooting strategies
Act as escalation point for service blockers or team challenges