IT Service Delivery Lead – Banking Domain

VBeyond Corporation; New York (NY); On-site; USD 100,000 - 130,000; Full time

Job summary

A leading technology services provider is seeking an experienced IT Service Delivery Lead in New York. The role requires strong leadership and communication skills, along with hands-on experience in ITIL-based service delivery and Salesforce support. Responsibilities include managing service operations, ensuring SLA adherence, and driving continuous improvements. Ideal candidates should possess analytical skills and experience in managing service delivery teams. This position offers a long-term opportunity in a dynamic environment.

Qualifications

• Strong communication and leadership skills with stakeholder management experience.
• Hands-on experience with ITIL framework including Incident, Problem, Change, and Service Delivery.
• Good understanding of Salesforce support and operations, preferably Sales Cloud or Service Cloud.

Responsibilities

• Lead and manage end-to-end IT service delivery operations aligned with ITIL best practices.
• Act as the primary point of contact for stakeholders, ensuring effective communication and issue resolution.
• Oversee incident, problem, and change management processes to maintain service quality and uptime.

Skills

Communication skills

Leadership

ITIL Framework

Salesforce support

Analytical skills

Tools

ServiceNow

Job description

Job Title: IT Service Delivery Lead – Banking Domain (Salesforce Support)

Location: New York, NY

Duration: Long Term

Job Summary:

We are looking for a highly skilled IT Service Delivery Lead with strong domain expertise in Private Banking, Investment Banking, or Asset Management. The ideal candidate will have a solid background in ITIL-based service delivery, excellent leadership and communication skills, and hands‑on experience supporting Salesforce platforms.

This role will be responsible for managing service operations, ensuring SLA adherence, driving continuous improvements, and acting as a key liaison between business stakeholders and technical teams.

Key Responsibilities:

• Lead and manage end-to-end IT service delivery operations aligned with ITIL best practices
• Act as the primary point of contact for stakeholders, ensuring effective communication and issue resolution
• Oversee incident, problem, and change management processes to maintain service quality and uptime
• Provide functional and technical support oversight for Salesforce applications
• Ensure adherence to SLAs, KPIs, and service performance metrics
• Drive continuous improvement initiatives to enhance operational efficiency and customer satisfaction
• Collaborate with cross-functional teams including business, infrastructure, and application support
• Manage and mentor support teams, ensuring high performance and accountability

Required Skills & Qualifications:

• Strong communication and leadership skills with stakeholder management experience
• Hands-on experience with ITIL framework (Incident, Problem, Change, Service Delivery)
• Good understanding of Salesforce support and operations (Sales Cloud / Service Cloud preferred)
• Experience managing service delivery teams and client interactions
• Strong analytical and problem-solving skills

Preferred Qualifications:

• ITIL Certification (Foundation or higher)
• Experience working in global delivery models / offshore teams
• Exposure to tools like ServiceNow or other ITSM platforms
• Prior experience handling large-scale enterprise applications and support environments