Position SummaryThe Service Delivery Lead is responsible for coordinating cross-functional initiatives, driving ITSM continual improvement efforts, and ensuring disciplined execution of implementations and operational commitments. This role serves as the central point of orchestration across initiatives, service improvement workstreams, and internal / external delivery teams ensuring alignment, transparency, and consistent follow-through from charter through implementation and continual improvement.
ResponsibilitiesITSM Continual Improvement Delivery• Coordinate ITSM continual improvement initiatives across Incident, Request, Problem, Change, Knowledge, and related processes• Translate improvement opportunities into actionable delivery plans with defined outcomes and success metrics• Partner with service owners to ensure improvements are implemented, measured, and operationalized• Track benefits realization and ensure improvements are embedded into standard operating proceduresProject Charter & Implementation Delivery• Lead development and execution of project charters, including scope, objectives, timelines, assumptions, and success criteria• Coordinate implementation activities from planning through go-live, ensuring readiness across people, process, and tooling• Track progress against milestones, escalate risks or blockers, and drive timely resolution• Ensure handoff to operations is complete, documented, and supportedInternal Communication & Alignment• Own internal communication cadence for initiatives, service improvements, and delivery milestones• Facilitate recurring syncs, working sessions, and status reviews with delivery teams and stakeholders• Produce clear, concise updates for leadership and operational teams focused on progress, risks, and decisions• Ensure consistent messaging and alignment across all involved teamsAction Item & Task Management• Coordinate action items and tasks across multiple workstreams and owners• Maintain delivery trackers, task lists, and status reporting artifacts• Hold owners accountable for commitments and deadlines• Provide regular reporting on task completion, risks, and outstanding dependenciesOther duties as assigned.
Qualifications:• Proven experience coordinating cross-functional initiatives and operational delivery• Strong understanding of ITSM disciplines and continual service improvement concepts• Demonstrated ability to develop and execute project charters and delivery plans• Strong organizational, communication, and stakeholder management skills• Ability to manage multiple workstreams, dependencies, and competing priorities• Experience working within IT service organizations or managed services environments• Exposure to ITIL-aligned processes and ITSM tooling• Experience supporting operational readiness and transition to steady-state operations
Physical Requirements:• Prolonged periods sitting at a desk and working on the computer. • Occasional walking between facilities• Occasional liftin pushing, pulling up to 15 lbs.• Hybrid position – in office and remote workdays
Encore Technolgies is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.