Service Lead

For our client WirelessCar, we are looking for a Service Lead. We are looking for a highly experienced Service Lead to take a key operational leadership role in a complex, fast-paced customer delivery. This is a role for someone who understands service operations in depth and is comfortable taking ownership of operational performance, service levels and customer confidence. You will work in a high-paced environment with high expectations on transparency, reporting, follow-up and continuous improvement. You will be part of a team of other Leads jointly responsible for the overall delivery and customer experience. What you will do As Service Lead, you will: • Lead the operational service delivery within your assigned scope and act as a key interface towards the customer, management and delivery teams. • Own the operational governance and follow-up of service levels, KPIs, operational quality, risks and improvement actions. • Analyse performance and deviations, identify trends and ensure corrective and preventive actions are driven to completion. • Prepare and lead customer service reviews and management reporting, providing a clear and fact-based picture of performance, risks and outlook. • Handle demanding customer discussions, including escalations, service-level deviations and detailed performance follow-up. • Translate complex operational information into clear conclusions: What happened? Why? What is the impact? What are we doing about it? • Work closely with other Leads balancing ownership of your area with shared responsibility for the overall delivery. • Drive continuous improvement of operational processes, ways of working, service quality and efficiency. • Lead through influence, creating alignment across teams and stakeholders without relying on formal authority. Who we are looking for You are an experienced operational leader who combines structure, analytical ability and strong communication with the confidence to operate in a demanding customer environment. We expect you to have: • 8+ years of experience from complex IT/service operations, technical service delivery or similar environments. • Several years in a senior Service Lead, Service Delivery, Service Management or comparable leadership role. • Strong hands-on understanding of production operations, incidents, problems, operational risks and service management. • Proven experience with SLA and KPI management, including performance analysis, deviations, trends and improvement actions. • Extensive experience producing and presenting customer and management-level operational reporting. • Experience leading operational governance with demanding enterprise customers. • Strong stakeholder management skills and the ability to challenge constructively when needed. • Excellent communication skills and the ability to make complex topics clear, structured and concise. • ITIL/service-management experience and a good understanding of modern DevOps/SRE environments. This is not primarily a project coordination role . We are looking for someone who can take real ownership of operational performance, confidently represent the delivery towards the customer, and drive teams and stakeholders towards measurable improvements. Someone who thrives in a high-paced environment with a lot of changes and activities ongoing in parallel. Please note! We offer continuously. That means that we sometimes remove the assignments before deadline. If you are interested we recommend that you apply immediately. PayExpress: We now offer a fast and smooth payment solution, so you don't have to wait through long payment periods. With us, you will receive your payment within 3-5 days after your timesheet has been approved. This benefit is included as standard in almost all our contracts with no extra work on your part. Read more on below link.https://knowledge.eworkgroup.com/payexpress-get-paid-within-days-not-months