Service Delivery Lead

Mivada is seeking a high -performing Service Delivery Lead to champion the end -to -end success of our Application Managed Services (AMS) portfolio. You will become the trusted advisor to a portfolio of post -implementation customers, driving strategic outcomes, operational excellence, and long -term partnership value. You will serve as the operational backbone of our service management function, ensuring dependable, scalable, and measurable service delivery aligned with ITIL best practices. This role is ideal for someone who thrives at the intersection of customer success, delivery governance, and team leadership.

Key Responsibilities

Customer Success & Delivery Excellence

• Strategic Account Ownership: Serve as the primary point of contact for AMS clients, ensuring their ERP investment evolves with their business priorities.
  
• SLA & Performance Governance: Monitor service delivery performance against SLAs, proactively identify risks and resolve constraints, and ensure consistent "Green" account health.
  
• Quality Assurance: Lead Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), presenting insights, performance metrics, and strategic recommendations.
  
• Incident & Problem Management: Oversee triage for complex incidents, ensuring high -quality Root Cause Analysis and permanent resolutions from both onshore and offshore teams.
  
• Change Management: Should be aware of the end -to -end process of handling changes, i.e., planning, approving, implementing, and reviewing changes to IT services to minimize risk and disruption.
  

Engagement Management

• Change Request: Scope, plan, and govern small -scale project work and ongoing enhancements within your accounts.
  
• Enhancements: Scope, plan, and oversee small -scale projects, enhancements, and service improvements within client accounts.
  

Leadership & Collaboration

• Operational Orchestration: Maintain a single consolidated view of account KPIs, budgets, risks, and reporting across your portfolio.
  
• Service Efficiency: Drive high -velocity ticket resolution and enforce operational standards across the AMS team.
  
• People Leadership:
  • Lead and mentor a young, diverse, and ambitious global AMS team, creating clarity, structure, and growth pathways.
    
  • Build a culture of accountability, ownership, and continuous improvement.
    
  • Coach team members on managing escalations, prioritising workloads, and refining their consulting skills.
    
  • Maintain effective communication rhythms, handover processes, and aligned expectations across time zones.
    

Requirements

Skills & Experience Required

• 10+ years' experience in Application Managed Services or IT Service Management.
  
• Service Management Mastery: Thorough understanding of ITIL principles and demonstrated experience working within global/offshore support models.
  
• Executive Stakeholder Management: Exceptional communication and advisory skills, with experience influencing senior business and IT leaders.
  
• Organisational Strength: Capacity to manage multiple parallel workstreams while maintaining strategic oversight.
  
• Education: Bachelor's degree or equivalent; ITIL or PMP certification highly advantageous.
  
• Analytical Thinker: Strong critical thinking skills with a focus on root -cause resolution and continuous improvement.
  
• Collaborative Communicator: Ability to work seamlessly across cross -functional teams in fast -paced, client -facing environments.
  
• ERP or Workday Ecosystem Knowledge (Highly Desirable): Familiarity with Workday modules, release cycles, and tenant strategy.
  

Benefits

WHY JOIN US