Service Delivery Lead – Application & Service Management

The Service Delivery Lead is responsible for leading and continuously improving Falck’s service delivery capabilities across internal teams and external partners, ensuring stable operations, high service quality, and efficient execution of strategic priorities. The role includes vendor governance, operational performance management, delivery coordination across multiple technology domains, and formal people leadership for assigned employees. The position acts as a bridge between business needs, internal technology teams, and outsourced service providers to ensure efficient and consistent digital operations aligned with target state objectives.

Essential:

• Strong experience in service delivery management, operational leadership, or technology operations leadership in enterprise environments.
• Experience managing outsourced service providers and complex vendor relationships.
• Experience with formal people management, including performance leadership and employee development.
• Strong understanding of IT service management principles including incident, request, problem, change, service level management, and operational governance.
• Experience coordinating cross-functional teams in matrix organizations.
• Strong stakeholder management skills across technical and non-technical audiences.
• Strong planning, prioritization, and execution management capabilities.
• Analytical mindset with ability to identify operational trends, risks, and improvement opportunities.
• Excellent communication and leadership skills.
• Customer-focused mindset with dedication to internal service quality and employee experience.
• Certified in IT Service Management (at least ITIL Foundation).
• Strong experience working with outsourcing of IT products/services and technical aspect of running IT operations.
• Experience with IT Vendor Management.
• Working knowledge of/hands on Cloud and On-Premises solutions (hybrid architecture).
• Experience in working with ServiceNow.

Preferred:

• Experience working in global or distributed organizations.
• Experience with ITSM platforms such as ServiceNow.
• Experience with SIAM, multi-vendor governance, or outsourced operating models.
• Knowledge of digital workplace, infrastructure services, asset management, or automation domains.
• Experience with agile delivery models and product-oriented organizations.
• Understanding of budgeting, workforce planning, and commercial vendor governance.
• Experience leading organizational change or service transformations.

• Lead and develop assigned employees, including coaching, performance management, development planning, engagement, and resource planning.
• Manage day-to-day relationships with external service providers, including HCLTech and other vendors, ensuring high quality delivery and contractual adherence.
• Monitor and govern operational performance through KPIs, SLAs, OLAs, service reviews, and continuous improvement plans.
• Coordinate delivery across multiple internal areas including Digital Workplace, ITSM Platform, Process & Automation, and Asset & Lifecycle functions.
• Own service governance forums, vendor review meetings, and internal operational cadences.
• Act as escalation point for service delivery issues, operational risks, major incidents, and cross-functional delivery blockers.
• Ensure prioritization and execution flow across teams, balancing business demand, technical constraints, and available capacity.
• Drive service improvement initiatives focused on user experience, efficiency, automation, and cost optimization.
• Support leadership in planning, budgeting, workforce planning, sourcing decisions, and organizational development.
• Collaborate with architects, product owners, and domain leads to ensure delivery aligns with strategic roadmaps and target architectures.
• Promote a culture of accountability, service excellence, collaboration, and continuous improvement.