IT Service Delivery Lead

Dentons US LLP is currently recruiting for an IT Service Delivery Lead.  This position will supervise the Firm’s service desk team, their processes and their support readiness in our everchanging and fast paced environment. This position will report directly to the IT Service Delivery Manager. 

Responsibilities

• Supervise the Service Desk, participate in projects, and oversee support readiness of installations.
• Facilitate IT communication through IT Notices during both planned and unplanned service interruptions.
• Manage Problem and Incident Management to ensure SLAs are met or exceeded.
• Define Service Level Agreements (SLAs) for contracted services and ensure proper escalation flows.
• Provide technical advice on escalations between the Service Desk, TSS, and tier 3 teams.
• Specify systems, processes, and methodologies for effective monitoring, control, and support of service delivery.
• Generate and provide reports as per schedule or on request, including management and account performance reports.
• Attend client service review meetings to discuss performance reports, service improvements, quality, and processes.
• Support rollouts, upgrades, and other projects.
• Develop pragmatic solutions that balance business needs and technical standards.
• Ensure quality and profitable services are delivered as per agreed SLAs.
• Plan and schedule resources to meet business needs.
• Perform operational service reviews for IT service change requests, incidents, and problems.
• Ensure smooth operation of customer systems and network infrastructure.
• Develop and facilitate workshops and training courses.
• Ensure knowledge transfer to other staff for better understanding of customer systems.
• Assist in service transitioning for customers as services are added or removed.
• Be prepared to assist the Service Desk during high call volumes to ensure SLAs are met.
• Perform software/hardware installation and support as needed.
• Handle complex problems and multitask effectively.
• Perform other duties as assigned to meet position requirements.