IT Service Delivery Lead (Remote, Contract)

OUR HIRING PROCESS:

We will review your application against our job requirements. We do not employ machine learning technologies during this phase as we believe every human deserves attention from another human. We do not think machines can evaluate your application quite like our seasoned recruiting professionals—every person is unique. We promise to give your candidacy a fair and detailed assessment.
We may then invite you to submit a video interview for the review of the hiring manager. This video interview is often followed by a test or short project that allows us to determine whether you will be a good fit for the team.
At this point, we will invite you to interview with our hiring manager and/or the interview team. Please note: We do not conduct interviews via text message, Telegram, etc. and we never hire anyone into our organization without having met you face-to-face (or via Zoom). You will be invited to come to a live meeting or Zoom, where you will meet our INFUSE team.
From there on, it’s decision time! If you are still excited to join INFUSE and we like you as much, we will have a conversation about your offer. We do not make offers without giving you the opportunity to speak with us live. After all, we consider our team members our family, and we want you to feel comfortable and welcomed.

We are seeking an enthusiastic and skilled IT Service Delivery Lead to be a vital part of our dynamic team. Suppose you excel at managing a team that focuses on providing top-notch technical support and enjoys collaboration with diverse teams to enhance user experience. In that case, we want to hear from you!

Key Responsibilities:

Coordinate IT service delivery and support activities to ensure timely and effective service to end users.
Proactively identify existing and potential issues and take the initiative to resolve them promptly.
Monitor and manage the service desk ticketing system, ensuring all tickets are logged, tracked, properly prioritized, and resolved according to agreed timelines.
Act as a liaison internally and between different departments, promoting seamless team communication and collaboration.
Regularly monitor and enforce the team’s compliance with established IT processes and standards.
Collaborate with IT leadership to help implement core IT processes to improve overall team efficiency, while ensuring a smooth transition for the team and its clients.
Assist with evaluations, setting up KPIs, and supporting junior team members for their continuous professional growth and development.
Help motivate team members to achieve their goals, while fostering a positive and productive work environment.
Contribute to the creation and maintenance of a robust knowledge base and thorough documentation of IT processes.
Prepare detailed reports on the team’s performance, analyzing productivity, efficiency, and goal achievement.

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

Conditions:

Competitive compensation based on your experience and skills. Payments are made monthly—without delay—based on an invoice, via banking transfer/Payoneer/PayPal
A remote and contractual work setup with the following hours: Mondays to Fridays, 12:00 PM - 9:00 PM EET (Kyiv time), incl. 1h break.

IT Service Delivery Lead (Remote, Contract)

Key Skills

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