Service Operations Lead - IT Support

- Collaborate with the Head of Service Delivery to design and maintain service delivery KPIs. - Ensure all service delivery and project management tools (JIRA, Confluence, dashboards, etc.) are consistently accurate and up to date. - Lead service delivery efforts for all initiatives from start to finish. - Clarify ownership, align timelines, and handle escalations across cross-functional teams. - Maintain dashboards and project performance metrics for upper management and executive reporting. - Ensure that task tracking data is clean, accurate, and visible for effective team management. - Ensure traceability between project phases: requirements, design, development, testing, and deployment. - Promote operational discipline within teams — enforcing task commitment and progress reporting standards. - Conduct weekly project reviews, both internally and with clients, tracking progress against deliverables. - Provide clients with clear, concise updates on project status, completed milestones, current challenges, next steps, and action item ownership. - Assist in service implementation and delivery in accordance with established plans. - Communicate with clients to gather requirements and offer guidance on ERP functionality. - Act as a liaison among clients, Delivery Consultants, Developers, QA, Product, and Support teams. - Document processes, workflows, and project advancements to ensure effective oversight. - Escalate issues to senior members or project managers as necessary.