IT Service Delivery Lead (Remote, Contract)

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Requirements:

• Strong understanding of modern IT service management (ITSM) principles and frameworks like ITIL.
• Strong prior experience with coordination and management of IT Support and Operations teams.
• Basic technical knowledge of IT systems, networks, and software applications.
• Understanding of Azure, Microsoft 365, and Google Workspace cloud services.
• Knowledge of Jira and Confluence.
• Proactive and initiative-taking attitude.
• Excellent organizational and time-management skills.
• Strong attention to detail and problem-solving abilities.
• Ability to manage multiple tasks and prioritize effectively.
• Advanced written and verbal communication skills in English; good verbal communication in Russian is a plus.
• Experience with AI tools and automation solutions is a strong plus.

Responsibilities:

• Coordinate IT service delivery and support activities to ensure timely service to end users.
• Proactively identify and resolve existing and potential issues.
• Monitor the service desk ticketing system to ensure proper logging and resolution of tickets.
• Act as a liaison between departments to enhance communication.
• Monitor compliance with IT processes and standards.
• Collaborate with IT leadership to implement IT processes for team efficiency.
• Assist in performance evaluations, setting KPIs, and supporting team members' growth.
• Motivate team members and foster a productive work environment.
• Contribute to the knowledge base and documentation of IT processes.
• Prepare reports analyzing team performance and productivity.