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Service Delivery Leader
Job
CAI
Remote
$72,500 Salary, Full-Time
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Job Description
Service Delivery Leader . Only work authorizations that will not require sponsorship now or in the future will be considered. What You'll Do +
- Req number:
- R7747
- Employment type:
- Full time
- Worksite flexibility:
- Remote
- Who we are
- CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.
- Job Summary
- We are looking for a hands-on Service Delivery Leader to oversee operational performance, drive service excellence, and lead a client-facing healthcare Service Desk team.
- Job Description
- We are seeking a highly skilled and motivated
- Service Delivery Leader
- to join our dynamic team.
- full-time
- and
- remote
Service Delivery & Performance:
+ Own daily Service Desk operations, ensuring SLA/SLO targets are met or exceeded across all support channels — voice, chat, email, and ticket + Monitor and analyze key performance indicators (KPIs) including First Level Resolution (FLR), Customer Satisfaction (CSAT), Average Handle Time (AHT), ticket aging, and abandon rates + Proactively identify performance trends, root causes, and corrective action opportunities before they escalate to client-impacting issues + Manage real-time queue health and staffing coverage, adjusting priorities and resources as volume and complexity shift throughout the day + Serve as the primary escalation point for complex, sensitive, or high-priority incidents — driving resolution with urgency and clear communication +Team Leadership & Development:
+ Lead, coach, and develop a team of Service Desk Agents and Sr. Agents, establishing clear performance expectations and providing consistent, actionable feedback + Owns the development and execution of team training initiatives, ensuring agents are equipped with the tools, knowledge, and skills needed to meet performance expectations and deliver a consistent, high-quality support experience. + Conduct regular 1:1s, team huddles, and performance reviews that are developmental in nature — focused on growth, not just metrics + Partner with HR and senior leadership on performance improvement plans, disciplinary actions, and talent decisions + Support the onboarding and ramp of new team members, ensuring they are set up for success from day one + Act as a mentor and sounding board for Sr. Agents, helping develop the next generation of Service Desk leaders +Client Engagement & Stakeholder Management:
+ Partner closely with the Service Desk Delivery Manager on client communications, reporting cadences, and escalation management + Participate in client-facing meetings, operational reviews, and service delivery discussions as a subject matter expert on day-to-day performance + Translate client expectations and contractual commitments into operational priorities and team goals + Proactively flag risks, emerging issues, and service delivery concerns to the Delivery Manager with recommended action plans +Process, Quality & Continuous Improvement:
+ Oversee the quality assurance program for the team — including ticket and call reviews, scoring, and calibration sessions + Drive knowledge base accuracy and adoption, ensuring agents have the resources they need to resolve issues at first contact + Identify recurring incident trends and surface them through problem management channels to drive systemic resolution + Champion process improvement initiatives that reduce handle time, improve resolution rates, and elevate the overall end-user experience + Ensure compliance with documented procedures, security protocols, and ITSM best practices across the team- What You'll Need
Required:
+ 3+ years of experience in IT Service Desk or technical support operations, with at least 1 - 2 years in a supervisory or team lead capacity +- Experience supporting end users in a healthcare environment
- + •Hands-on experience supporting the Epic platform in a clinical or healthcare IT environment•+ Strong working knowledge of ITSM frameworks (ITIL) and service desk tooling (ServiceNow, Talkdesk, or equivalent) + Experience with ticketing and ITSM platforms + Demonstrated ability to manage team performance in a remote, metrics-driven environment + Proficiency interpreting service desk performance data and translating insights into operational action + Excellent communication and interpersonal skills — equally effective with frontline staff and client stakeholders + Experience with workforce management concepts including scheduling, adherence, and capacity planning
Preferred:
+ ITIL Foundation certification preferred + Experience with ServiceNow + Familiarity with AI-driven service desk tools, virtual agents, or automation technologies- Physical Demands
- + Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards + Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc. + Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor \#LI-AE1
- Reasonable accommodation statement
- If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.