We are seeking an experienced Service Delivery Lead to lead our customer-facing operations and ensure operational excellence across our SaaS data platform. This is a critical leadership role responsible for delivering exceptional customer support, rapid incident resolution, and maintaining production stability. You will build and lead high-performing teams across Service Desk operations, incident management, monitoring & alerting, and production support coordination.
As Service Delivery Lead, you will be the voice of the customer within our technology organization, ensuring our operations are reliable, efficient, and continuously improving. You will work closely with our Product Development and Platform Engineering teams to maintain seamless service delivery during business working hours.
Key Responsibilities
Service Desk & Customer Support Leadership
- Lead, develop, and scale the Service Desk team to deliver world-class technical support using Salesforce Service Cloud
- Define, monitor, and continuously improve customer support SLAs (First Response Time, Resolution Time, CSAT)
- Establish and optimize escalation protocols ensuring critical customer issues receive appropriate priority and attention
- Translate customer feedback into actionable operational improvements
- Develop self-service capabilities, knowledge base articles, and support automation to improve efficiency and customer satisfaction
- Partner with Product teams to communicate recurring customer pain points and advocate for product improvements
- Build a customer-centric culture within the operations team focused on empathy, responsiveness, and problem-solving
- Track and report on customer support metrics including ticket volume trends, and team performance
Incident Management & Monitoring
- Own the end-to-end incident management process for production systems, ensuring rapid detection, response, and resolution
- Lead P1/P2 incident response during business hours
- Maintain comprehensive observability and monitoring across all production systems using Datadog
- Manage incident workflows through Jira Service Management from detection through post-incident review
- Develop, maintain, and continuously improve Standard Operating Procedures (SOPs) and runbooks for common incident scenarios
- Conduct post-incident reviews and drive implementation of preventive measures to reduce recurrence
- Establish and track incident management KPIs
- Coordinate major incident communications to internal stakeholders and customers, ensuring clear and timely updates
- Continuously improve alert strategies to reduce false positives while ensuring critical issues are detected early
- Collaborate with Platform Engineering on production deployment readiness, rollback procedures, and release management
Production Support & Bug Coordination
- Coordinate with Product Development (Software and Data Engineering) teams for efficient bug triage and resolution
- Act as operational triage point for production issues, determining severity, impact, and appropriate routing
- Partner with dedicated Delivery Manager(s) to prioritize bug fixes based on customer impact and business priority
- Ensure smooth handoffs between operations and development teams with clear context, urgency indicators, and customer impact assessment
- Maintain production issue dashboards visible to Product and Engineering leadership
- Establish clear SLAs for bug acknowledgment and resolution based on severity levels
Operational Excellence & Team Leadership
- Build, mentor, develop, and retain a high-performing, customer-focused operations team
- Define and maintain operational SLOs for incident response times, customer support quality, and system availability
- Establish operational process standards and best practices across Service Desk, monitoring, and incident management
- Drive automation and toil reduction initiatives to improve operational efficiency and team scalability
- Collaborate with Product Development leads on operational requirements for new feature launches and operational readiness
- Partner with Platform Engineering on infrastructure reliability, deployment processes, and monitoring strategy
- Work closely with assigned Delivery Managers on operational improvement initiatives, process redesign, and team capacity planning
- Foster a culture of continuous improvement, learning from incidents, and operational excellence
- Manage team capacity, workload distribution, and prevent burnout through effective resource planning
Skills & Experience
- 7-10 years in technical operations, with at least 3-5 years in leadership roles working as Team Lead (supporting SaaS, data platforms, or technical B2B products)
- Proven experience managing customer-facing support and incident response teams.
- Hands-on incident management and production support experience in high-pressure environments.
Technical Skills
- Proficiency with Datadog for monitoring, alerting, dashboards, and observability
- Experience with Jira Service Management for incident management, problem management, and change management workflows
- Proficiency with Salesforce Service Cloud for customer support operations, case management, and reporting
- Experience with API troubleshooting, log analysis, and basic SQL for operational investigations
- Experience in data/analytics/SaaS platform companies or technical B2B environments
- Familiarity with Site Reliability Engineering (SRE) principles including SLO/SLI definition, error budgets, toil reduction, and observability practices
- Experience implementing support automation (chatbots, automated routing, self-service portals, knowledge management systems)
- Familiarity with cloud platforms (AWS and Azure) and how infrastructure impacts application performance and reliability
- Understanding of ITIL or similar operational frameworks (Incident Management, Problem Management, Change Management)
Other Skills & Attributes
- Proven ability to lead and develop high-performing customer-focused teams.
- Strong communicator, able to simplify technical issues for stakeholders and executives.
- Strong crisis management skills.
- Strong cross-functional collaboration with Product, Engineering, and Project teams.
- Customer-driven mindset with ability to balance business and operational priorities.
- Data-driven and strategic, driving continuous improvement and change adoption.
