Technical Service Delivery Head

This is a remote position.

We are looking for an experienced Technical Service Delivery Head to lead global Service Desk and Service Operations for a cloud-based SaaS platform. The ideal candidate will be responsible for driving operational excellence, ensuring exceptional customer experience, and leading 24×7 support operations. This strategic leadership role requires expertise in service delivery, incident management, cloud operations, and AI-powered automation to enhance operational efficiency, improve service quality, and support business growth.

Key Responsibilities

• Lead and manage 24×7 Service Desk and L1/L2 Support teams across global operations.
  
• Ensure SLA compliance, service availability, customer satisfaction, and operational performance.
  
• Drive major incident management, root cause analysis (RCA), problem management, and production support activities.
  
• Collaborate with Product, Engineering, DevOps, and IT teams to resolve complex technical issues.
  
• Monitor cloud infrastructure, applications, APIs, databases, and application logs to proactively identify and resolve issues.
  
• Implement AI-driven automation solutions to optimize incident management and service operations.
  
• Develop and maintain operational dashboards, service reports, knowledge bases, runbooks, and standard operating procedures.
  
• Drive continuous service improvement initiatives to reduce MTTR (Mean Time to Resolution) and enhance service quality.
  
• Analyze service performance metrics and recommend strategies for operational excellence.
  
• Lead stakeholder communication during critical incidents and service reviews.
  
• Mentor and develop service delivery teams while fostering a culture of accountability and continuous improvement.
  

Key Skills & Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
  
• 10+ years of experience in Service Delivery, Production Support, or IT Service Operations within SaaS or Product-based organizations.
  
• Proven experience leading global 24×7 Service Desk and L1/L2 Support teams.
  
• Strong expertise in Jira Service Management, Zoho, and enterprise ticketing systems.
  
• Hands-on experience with AWS CloudWatch, CloudTrail, Security Hub, GuardDuty, New Relic, APIs, databases, and application log analysis.
  
• Strong understanding of AWS cloud infrastructure, microservices architecture, and cloud operations.
  
• Experience with AI-powered automation tools such as Microsoft Copilot, Atlassian Intelligence, OpenAI, Amazon Q, or similar platforms.
  
• Strong knowledge of ITIL processes, Incident Management, Problem Management, Change Management, and Service Operations.
  
• ITIL Certification is preferred.
  
• Excellent leadership, communication, stakeholder management, analytical, and problem-solving skills.
  
• Ability to lead cross-functional teams and manage global customer support operations in a fast-paced environment.