This is a remote position. We are looking for an experienced Technical Service Delivery Head to lead global Service Desk and Service Operations for a cloud-based SaaS platform. The ideal candidate will be responsible for driving operational excellence, ensuring exceptional customer experience, and leading 24×7 support operations. This strategic leadership role requires expertise in service delivery, incident management, cloud operations, and AI-powered automation to enhance operational efficiency, improve service quality, and support business growth. Key Responsibilities • Lead and manage 24×7 Service Desk and L1/L2 Support teams across global operations. • Ensure SLA compliance, service availability, customer satisfaction, and operational performance. • Drive major incident management, root cause analysis (RCA), problem management, and production support activities. • Collaborate with Product, Engineering, DevOps, and IT teams to resolve complex technical issues. • Monitor cloud infrastructure, applications, APIs, databases, and application logs to proactively identify and resolve issues. • Implement AI-driven automation solutions to optimize incident management and service operations. • Develop and maintain operational dashboards, service reports, knowledge bases, runbooks, and standard operating procedures. • Drive continuous service improvement initiatives to reduce MTTR (Mean Time to Resolution) and enhance service quality. • Analyze service performance metrics and recommend strategies for operational excellence. • Lead stakeholder communication during critical incidents and service reviews. • Mentor and develop service delivery teams while fostering a culture of accountability and continuous improvement. Key Skills & Qualifications • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. • 10+ years of experience in Service Delivery, Production Support, or IT Service Operations within SaaS or Product-based organizations. • Proven experience leading global 24×7 Service Desk and L1/L2 Support teams. • Strong expertise in Jira Service Management, Zoho, and enterprise ticketing systems. • Hands-on experience with AWS CloudWatch, CloudTrail, Security Hub, GuardDuty, New Relic, APIs, databases, and application log analysis. • Strong understanding of AWS cloud infrastructure, microservices architecture, and cloud operations. • Experience with AI-powered automation tools such as Microsoft Copilot, Atlassian Intelligence, OpenAI, Amazon Q, or similar platforms. • Strong knowledge of ITIL processes, Incident Management, Problem Management, Change Management, and Service Operations. • ITIL Certification is preferred. • Excellent leadership, communication, stakeholder management, analytical, and problem-solving skills. • Ability to lead cross-functional teams and manage global customer support operations in a fast-paced environment. Apply by sending your CV to [email protected]