What are the responsibilities and job description for the Service Delivery Lead position at Continuant?
Job Details
Description
Continuant is a Managed Services Provider and Systems Integrator specializing in multi-OEM telecommunications support, Unified Communications, and Audio-Visual solutions. Our mission is to help organizations stay reliably connected; whether they're hospitals, universities, manufacturers, or government agencies.
We're seeking a full-time, onsite Service Delivery Lead (SDL) to join our experienced Service Operations team in Fife, WA. If you bring a blend of technical fluency, customer service savvy, and a knack for guiding others, you’ll thrive in this fast-paced, mission-critical role. As an SDL, you’ll lead the daily delivery of service and support across a range of technologies and customers. You’ll work cross-functionally to ensure alignment to SLAs, escalate issues, guide internal teams, and help Continuant deliver on its promise of excellence.
Key Responsibilities
SDLs at Continuant may specialize in one or more areas, including OEM engineer support, Service Desk Operations, Major Incident Management, Dispatch Coordination, or Carrier/Parts Management. While the exact focus may vary, all SDLs are responsible for:
- Resource and Workflow Management
- Prioritize and assign technical work across engineers and Customer Service Reps (CSRs)
- Monitor and manage queues in ServiceNow
- Ensure on-call rosters and scheduled work calendars are accurate and updated
- SLA and KPI Ownership
- Monitor ticket aging, SLA compliance, and customer KPIs
- Audit breached or escalated tickets and drive resolutions/recommend remediation
- Push change and incident updates to customer stakeholders as needed
- Leadership and Mentorship
- Train and coach team members on ServiceNow practices, scope of work writing, and troubleshooting strategies
- Act as escalation point for service blockers or team challenges
What Makes a Strong SDL at Continuant?
- Confident under pressure and able to pivot quickly
- Builds rapport easily across teams and with customers
- Highly organized and self-directed
- Enjoys following and improving process, ensuring they are followed by the organization
- Emotionally intelligent with strong interpersonal skills
- Critical thinker and curious problem solver
- Understands both customer experience and business priorities
- Tech-savvy and always eager to learn
Qualifications
Minimum Qualifications
- 2 years of experience in technical service delivery or operations leadership
- Familiarity with ITIL practices (certification is a plus)
- Background in networking, telecommunications, or IT support environments
- Comfortable using Office 365 apps (Teams, Outlook, SharePoint, OneNote, Visio)
- Experience coaching or mentoring team members
- Strong communication and documentation skills
Why Join Continuant?
- Unique on-site perks: Gym, Pickleball, Chiropractor, Naturopath, Massage
- Fitness Fund for massage and gym reimbursement
- $0 Premium Medical Plan, plus Dental and Vision
- 401(k) Match with 100% company contribution
- Generous PTO Paid Holidays
- Annual Portfolio Bonus and career development opportunities
Learn more: www.continuant.com/about-us/careers
Continuant is an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees. Pre-employment drug testing (including marijuana), background check, and eligibility to work in the U.S. are required.
Salary : $3,500 - $4,000
