Senior Service Delivery Specialist

2 hours, 12 minutes ago
Full-time
Lead
Customer and Technical Support
Google

Google

Google specializes in organizing and providing access to the world's information through its highly regarded search services, catering to both individual users and corporate clients with innovative advertising and revenue-generating solutions.

Internet Software & Services
100K+
Founded 1998

Description

  • Lead, mentor, and support the development of Support Desk team members, Team Leads, and support engineers.
  • Implement and continuously improve IT service management (ITSM) processes.
  • Communicate service status, risks, and improvement initiatives to stakeholders.
  • Serve as the primary escalation point for service issues.
  • Plan workforce capacity and forecast support demand.
  • Identify root causes and drive permanent resolution through problem and change management.
  • Help lead support desk operations and ensure service delivery aligns with SLAs, KPIs, and organizational goals.
  • Act as a bridge between IT operations, business stakeholders, and technical teams to support efficient incident resolution and reliable service availability.
  • Assist in managing relationships with external service providers and vendors.

Requirements

  • Bachelor’s degree in Information Technology, Computer Science, Business, or a related field.
  • 10 years of experience in IT support or service management.
  • 4 years of experience in leadership or service delivery management roles.
  • Proven experience leading Support Desk operations.
  • Proven experience supporting mobile devices and/or laptops.
  • Ability to explain fixes and ideas clearly to both technical and non-technical audiences, preferred.
  • Experience using metrics and data visualization to justify trade-offs and adjust strategies, preferred.
  • Experience driving results across teams that do not directly report to you, preferred.
  • This role is not eligible for immigration sponsorship.

Benefits

  • US base salary range of $140,000 to $204,200.
  • Bonus eligibility.
  • Cash award eligibility.
  • Benefits package.
  • Application support and accommodations available for candidates who need them.

Interested in this position?

Apply directly on the company website

Apply Now

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