Technical Service Delivery Head
RemoteUnited States
Job Summary
Lead and manage 24×7 Service Desk and L1/L2 Support teams across global operations, ensuring SLA compliance, service availability, and exceptional customer experience. Drive major incident management, root cause analysis, and production support while collaborating with Product, Engineering, and DevOps to resolve complex technical issues. Monitor cloud infrastructure, APIs, and application logs to proactively identify problems, implementing AI-driven automation to optimize incident management and reduce MTTR. Develop operational dashboards, knowledge bases, and standard operating procedures to foster continuous service improvement. This strategic leadership role requires expertise in service delivery, incident management, and cloud operations to enhance operational efficiency and support business growth for a cloud-based SaaS platform.
Required 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
- 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
Desired Qualifications
- ITIL Certification is preferred
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