Role Overview

The Service Delivery Process Lead is responsible for establishing and governing service delivery processes across SupportOps. This role ensures ITIL-aligned practices, maintains the service catalog, and drives SLA compliance and reporting. Working closely with Technical Business Analysts, Data Operations, and Quality Assurance teams, the Process Lead will set up KPI dashboards, monitor ticket flow, and proactively escalates risks to keep delivery on track.

This position is central to building operational maturity , ensuring services are clearly defined, resourced, and measured. While the Technical Business Analysts focus on ticket intake and assignment, the Service Delivery Process Lead supports them with structure, process, and real-time reporting. Over time, the role may also manage a Service Delivery Analyst or Coordinator to support reporting and queue management needs.

Key Responsibilities

Service Catalog & ITIL Alignment...