Service Delivery Lead (Product lifecycle management)

Countries: APAC Coverage
Contractual duration: 1 year contract, potential to renew
Work arrangement: 3 days in office
Salary range: $12,000 to $15,000

Key Responsibilities

• Stakeholder & Vendor Management

• Serve as the primary liaison between internal stakeholders, TS engagement teams, and external vendors.

• Manage vendor performance, contracts, and service level agreements (SLAs).

• Provide regular updates and reports on operational health, incident metrics, and service improvements.

Product Management & Governance

• Support product lifecycle management activities, particularly in the Data & Analytics and Digital domains.

• Collaborate with product owners and scrum teams to balance feature delivery with operational stability.

• Facilitate product governance processes, including enhancement prioritization, roadmap planning, and user feedback integration.

Operational Support & Service Management

• Lead and coordinate complex, multi-team application support environments, ensuring high availability and performance of business-critical systems.

• Oversee incident and issue management, including triage, escalation, and resolution of user-reported incidents and service requests.

• Monitor SLA compliance, conduct root cause analysis, and implement preventive measures to reduce incident recurrence.

• Maintain and update SOPs, operational runbooks, and compliance documentation.

Continuous Improvement

• Identify and implement automation opportunities and service optimization initiatives.

• Drive initiatives to improve service delivery, user satisfaction, and operational efficiency.