IT Service Delivery & Operations Lead

This is a remote position.

Role Purpose

The IT Service Delivery & Operations Lead is responsible for managing the day-to-day delivery of IT services, field engineering resources, customer tickets, incidents, and IT deployment projects.

The role acts as the central control point between customers, the Service Desk, field engineers, vendors, project teams and management, ensuring that every service request and project is appropriately assigned, executed, monitored and closed within agreed timelines. It combines IT Service Management (ITSM), field engineer dispatch, incident coordination and project delivery management.

Key Responsibilities

1. IT Service Management & Ticket Operations

• Own and manage the end-to-end lifecycle of IT/ITes service tickets from assignment through resolution and closure.
  
• Review incoming tickets and determine priority, severity, skill requirement and appropriate response.
  
• Allocate tickets to the appropriate field engineer or technical resource based on location, skill set, availability and SLA requirements.
  
• Monitor ticket ageing, SLA compliance, response times and resolution times.
  
• Escalate critical, high-priority and ageing tickets to the appropriate technical or management level.
  
• Ensure engineers provide timely ticket updates, service notes, photographs, reports and closure documentation.
  
• Monitor recurring incidents and identify opportunities for permanent corrective action.
  
• Ensure proper ticket hygiene and adherence to defined ITSM processes.
  

2. Field Engineer Management & Dispatch

• Manage daily deployment and utilization of field engineers across customer locations.
  
• Maintain visibility of engineer availability, schedules, locations, skill sets and workloads.
  
• Dispatch engineers based on ticket priority, SLA, geography and technical requirements.
  
• Coordinate emergency and after-hours engineer deployments when required.
  
• Balance workloads to optimize engineer utilization and response times.
  
• Coordinate engineer travel, site access, customer appointments and required equipment/materials.
  
• Track engineer attendance, site visits and completion of assigned work.
  
• Act as the primary operational escalation point for field engineers.
  

3. IT Project & Deployment Delivery

• Take operational ownership of small, medium and large IT deployment projects.
  
• Plan and coordinate resources, schedules, site visits, equipment and dependencies.
  
• Coordinate activities across field engineers, technical teams, vendors, customers and internal stakeholders.
  
• Develop project execution plans, deployment schedules and engineer allocation plans.
  
• Monitor project milestones, deliverables, dependencies and risks.
  
• Ensure installations, migrations, upgrades, rollouts and other deployments are completed within agreed timelines.
  
• Identify project delays or risks early and escalate appropriately.
  
• Ensure project documentation, acceptance reports, configuration details and handover documents are completed.
  
• Coordinate project closure and obtain customer sign-off where required.
  

4. Customer & Stakeholder Coordination

• Serve as the central operational contact for day-to-day service delivery matters.
  
• Coordinate with customers regarding ticket status, engineer visits, project schedules and deployment activities.
  
• Provide regular updates on major incidents and critical projects.
  
• Manage customer escalations and ensure appropriate internal ownership.
  
• Maintain strong communication between customers and technical teams.
  
• Ensure commitments made to customers are tracked through to completion.
  

5. Major Incident & Escalation Management

• Coordinate response to critical incidents and high-impact outages.
  
• Mobilize the appropriate technical resources and vendors.
  
• Establish clear ownership and communication during major incidents.
  
• Track incident progress until service restoration.
  
• Ensure post-incident documentation and RCA requirements are completed.
  
• Identify recurring issues and recommend preventive measures.
  

6. Operational Reporting & Governance

• Maintain dashboards covering open/closed tickets, SLA performance, ticket ageing, engineer utilization, response and resolution times, customer escalations, project status, deployment progress and pending customer actions.
  
• Prepare daily/weekly/monthly operational reports for management.
  
• Identify operational bottlenecks and recommend process improvements.
  
• Maintain appropriate operational SOPs and workflows.
  
• Ensure consistent use of ITSM and project management processes.
  

7. Resource & Vendor Coordination

• Coordinate with third-party vendors, OEMs and subcontracted engineers where required.
  
• Ensure the right technical resources are available for planned deployments and urgent requirements.
  
• Coordinate equipment, spares, tools and other deployment requirements.
  
• Track vendor performance and escalate service delivery issues.
  
• Support management in evaluating resource requirements and capacity planning.
  

Key Performance Indicators

• SLA compliance; ticket response and resolution time
  
• Ticket ageing; first-time resolution / repeat visits
  
• Field engineer utilization and productivity
  
• Customer satisfaction; critical incident response
  
• Project delivery within agreed timelines; project completion and customer sign-off
  
• Quality and completeness of documentation; escalation resolution time
  
• Operational efficiency and resource utilization
  

Requirements

Experience: 5–7 years

Essential

• 5–7 years of experience in IT operations, IT service delivery, IT infrastructure support or field service management.
  
• Understanding of ITIL processes.
  
• Experience managing field engineers or distributed technical teams.
  
• Experience working with ticketing / ITSM platforms.
  
• Experience coordinating IT infrastructure deployments and projects.
  
• Strong understanding of IT infrastructure, networking, systems and end-user technologies.
  
• Excellent coordination and communication skills.
  
• Strong ability to prioritize multiple concurrent tickets and projects.
  
• Ability to operate effectively under pressure during critical incidents.
  
• Strong customer-facing and stakeholder-management skills.
  
• Good reporting, documentation and analytical capabilities.
  
• Strong ownership and follow-through.
  

Core Competencies

• Operational Ownership – Takes complete ownership of service delivery and ensures issues do not fall between teams.
  
• Prioritization & Decision Making – Quickly determines what needs immediate attention and allocates resources accordingly.
  
• Resource Coordination – Effectively manages engineers, vendors and technical resources across multiple locations.
  
• Customer Focus – Maintains clear communication and ensures customer commitments are delivered.
  
• Project Execution – Converts deployment plans into structured execution and ensures projects reach successful closure.
  
• Problem Solving – Identifies operational bottlenecks and drives practical solutions.
  
• Communication – Maintains clear and timely communication between customers, engineers, technical teams and management.
  
• Accountability – Owns outcomes rather than simply coordinating activities.