Strategic Service Delivery Lead (SaaS)

Global Sports Jobs Limited; Los Angeles (CA); On-site; USD 128,943,000 - 146,136,000; Full time

Benefits offered by this job

Discretionary bonus

Medical insurance coverage (80–100%)

Paid vacation and holidays

401K plan

Commuter benefits

Job summary

Creative Artists Agency (CAA) in Los Angeles seeks a seasoned Service Delivery professional to lead end-user support, coordinate cross-functional teams, and ensure service performance for executive staff. The role reports to the Service Delivery Manager and emphasizes front-line client interaction and strategic process improvement.

The position requires strong communication, the ability to influence and train staff, and a hands-on approach to managing incidents for a high-velocity, on-site

Qualifications

• 3+ years leading projects or teams through influence.
• 5+ years service delivery experience.
• Experience in service delivery support for SaaS/Cloud-based services.
• Strong written and verbal communication and customer service mindset.
• Ability to train and mentor junior staff.
• Advanced proficiency with Windows 10 & 11 and macOS.

Responsibilities

• Oversee end-user support processes and supervise service delivery for assigned departments.
• Monitor KPIs and ensure SLAs are met and users are satisfied.
• Collaborate with senior technical resources for problem resolution and feature development.
• Prioritize and assign tickets to junior staff based on urgency and impact.
• Provide third-line support and incident management guidance.
• Communicate service performance updates and significant issues to stakeholders.
• Collaborate with Information Risk Management to address cybersecurity incidents.
• Provide hands-on support to C-suite and department heads.
• Participate in leadership planning and drive service improvement initiatives.
• Develop training materials and mentor junior staff.

Skills

Project leadership

Service delivery

SaaS/Cloud delivery

Communication skills

Customer service mindset

Team collaboration

Autonomy

Problem solving

Windows/macOS proficiency

Tools

ITIL Foundation

Microsoft certifications

Job description

Creative Artists Agency (CAA) in Los Angeles seeks a seasoned Service Delivery professional to lead end-user support, coordinate cross-functional teams, and ensure service performance for executive staff. The role reports to the Service Delivery Manager and emphasizes front-line client interaction and strategic process improvement.

The position requires strong communication, the ability to influence and train staff, and a hands-on approach to managing incidents for a high-velocity, on-site