As our new Service Delivery Lead, you will be at the forefront of operational innovation, redefining how we support our customers by integrating advanced AI into our core service workflows. In this role you will transition the team toward high-value, AI-augmented work while maintaining a relentless focus on customer impact and service excellence.

What you will do

• Design and refine workflows that utilize AI for routine tasks such as triage, reporting, and basic resolution while escalating complex issues to human specialists.

• Lead the team through the transition to AI-augmented work, focusing on upskilling staff and maintaining high morale.

• Collaborate with technical teams to ensure the operational data being fed into AI models is clean, unbiased, and secure.

• Shift team focus from "volume-based" metrics to "value-based" metrics, prioritizing customer sentiment and business impact.

• Foster a culture of innovation by encouraging the team to explore new ideas that positively impact the business while providing active mentorship.

• Empower the team to engage in cross-functional relationships to achieve collective success across the organization.

• Connect daily work to broader company strategic priorities, helping the team see the "big picture" impact of their tasks

What experience do you need

• 5+ years of experience in Operations or Service Delivery management.

• 1-2 years of experience managing AI-integrated workflows or digital transformation projects.

• Strong technical understanding of how Large Language Models (LLMs) function within a business context.

• Proven proficiency with AI-native ServiceNow and Jira tools.

• Demonstrated ability to use data and analytics to influence and enhance the customer experience.

• Experience in a "Player-Coach" capacity, exhibiting strong skills in leading, managing, and mentoring others.

What could set you apart

• Experience developing and driving strategic direction for large functional areas that have a significant enterprise-wide impact.

• A proven ability to keep a team engaged, productive, and motivated during periods of major transformation or challenge.

• Experience taking big-picture goals and breaking them into smaller, concrete, and actionable steps for a team.

• A track record of championing a work environment where diverse perspectives are heard and mentoring others for future leadership roles

• A willingness to drive AI usage, not just for personal productivity, but to transform how we work.

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