Role: Technical Service Delivery Lead
Location: Remote
About the Role
We are looking for a Technical Service Delivery Lead to own how our Essential Services & Processes (ESP) portfolio is delivered day to day. The main responsibility of this role is focused on the delivery across our ESP services — making sure each one is delivered reliably, reviewed on a consistent cadence, and continuously improved. You will be the single point of connection across all ESP services, bridging them into one well-run operation.
The portfolio includes services such as patching, tech debt remediation, capacity management, cloud lifecycle management (CLM), and cloud native policy (CNP). Your job is to keep these services on track — owning the reviews, the metrics, the risks, and the actions — while preparing the operation for the next generation of automated, AI-enabled services.
What sets the right person apart is the technical judgment they bring to the role. You will draw on a strong background of supporting cloud environments, delivering automation, and using AI to run sharper service reviews, identify improvements, and shape practical transformation ideas. Your strength is knowing what good looks like: you understand how automation and AI are used, you translate operational needs into clear requirements that engineering and platform teams can act on, and you spot the opportunities to fold automation and AI into a service to transform how it runs — partnering closely with the teams who build and deliver those capabilities.
What You Will Own
Service Delivery (Primary Focus)
· Own the day-to-day delivery of the ESP service portfolio — patching, tech debt remediation, capacity management, CLM, and CNP — making sure each service is delivered effectively and reliably.
· Act as the connective layer across all ESP services, driving consistency in how they are operated, measured, and reported.
· Drive adherence to ITIL-based service management processes and operational standards across global teams and support groups.
· Own portfolio-level service metrics, SLAs, and governance — turning data into clear status, risks, and recommended actions.
Service Review & Continuous Improvement
· Establish and run a structured service review cadence across the portfolio — reviewing delivery performance, SLAs, availability, risks, and open actions, and tracking every action to closure.
· Use your technical background to make these reviews substantive — asking the right questions of cloud, automation, and AI outcomes rather than simply tracking status.
· Identify service improvements and gaps, and drive them to resolution with the accountable teams.
Transformation & Automation/AI Enablement
· Look for opportunities to transform services by applying automation and AI — identifying where manual, repetitive, or fragile operational work could be improved.
· Translate operational requirements into clear inputs for the automation and AI teams who build and deliver those capabilities — defining the problem, the desired outcome, and the operational context so they can execute effectively.
· Partner with those teams throughout delivery, validating that what is built meets the operational need and lands cleanly in the service.
· Use AI in your own day-to-day work — for analysis, reporting, documentation, and review preparation — to work faster and raise quality.
· Help measure the impact of automation and AI initiatives on service quality, effort, and risk.
New Service Readiness
· Prepare the operational delivery of new services and capabilities that are automated and leverage AI — with a focus on agentic delivery — defining the operating model, runbooks, SLAs, and customer engagement approach needed to bring them into steady-state operation.
· Define how the operation evolves from human-run runbooks toward agent-assisted and autonomous operational workflows — including the guardrails, human-in-the-loop checkpoints, and oversight needed to run agentic services safely.
· Establish how these AI-enabled and agentic services will be reviewed, measured, and supported day to day, so reliability is built in from launch.
· Translate business and compliance requirements into structured, scalable service operating models for these new capabilities.
Stakeholder Engagement & Reporting
· Drive execution across teams that do not report to you — operational and application teams, account owners, and business-unit stakeholders — through influence rather than authority.
· Run structured escalation and engagement models that turn visibility into action and accountability.
· Represent ESP service delivery in operational reviews, change advisory boards (CABs), and audits.
· Provide clear, executive-ready reporting on delivery status, risks, dependencies, and outcomes.
What You Bring
Required Experience
· Typically 10+ years of IT operations experience, with a proven record of owning end-to-end service delivery across multiple service lines — seasoning and demonstrated outcomes matter more than a precise year count.
· Proven experience in ITIL-based service delivery within large-scale, complex enterprises.
· A hands-on background supporting cloud environments (Azure and/or AWS) that you now use to make informed service decisions — you understand how these environments are operated, patched, monitored, secured, and recovered, without needing to run them yourself in this role.
· A track record of delivering automation that gives you the judgment to recognize automation opportunities and define what the automation teams need to build.
· Practical experience using AI, including exposure to agentic AI approaches — both to improve your own day-to-day work and to enhance services — with the ability to feed clear operational requirements to the teams delivering AI capabilities.
· Demonstrated ownership of service-level outcomes across multi-team efforts (distinct from pure project management).
· Experience driving execution across teams that do not report to you (influence without authority).
· Hands-on experience with Jira, Confluence, and ServiceNow (or equivalents) for workflow tracking and documentation.
· Bachelor's degree in Computer Science, Information Systems, or a related discipline, or equivalent experience.
How You Work
· You lead with service delivery discipline but think like a technologist — credible with engineering, cloud, and automation teams.
· You are structured, organized, and relentless about closing actions and driving accountability.
· You communicate clearly and concisely, and can shift from operational detail to executive summary as the audience requires.
· You are comfortable operating independently and owning outcomes without day-to-day direction.
Preferred
· Cloud certification in Azure and/or AWS.
· ITIL Foundation or higher.
· Familiarity with automation tooling — Terraform, PowerShell, Python, Ansible, GitHub / GitHub Actions, and Azure DevOps — sufficient to engage credibly with the teams that deliver it.
What Success Looks Like
· ESP services are delivered consistently and reliably across the portfolio.
· A dependable service review cadence is running, with actions tracked to closure.
· Clear, well-formed automation and AI requirements are handed to the delivery teams, and the resulting improvements land cleanly in the services.
· New automated and AI-enabled services — including agentic capabilities — are brought into operational delivery smoothly, with defined operating models, SLAs, and runbooks.
· Measurable improvement in service quality and reduction in manual effort through transformation opportunities you surface.
· Routine delivery outcomes are achieved independently, without escalation to the Director.
Other Duties
Performs other duties as assigned by the Director, IT Infrastructure & Operations
