Slalom’s Enhance & Operate (E&O;) team is looking for a Principal-level hands-on Service Team Program Lead to work as the service delivery team lead for Slalom’s Service E&O; team. Working independently, the individual is capable of leading by role or influence, managing through issues impacting SLAs (planned and emergency), as well as fulfilling or supporting many different roles, including guiding and directing delivery team members in workstreams (SRE, Daily Incident Reviews, Incident triage & resolution), communicating real-time status to client IT and business stakeholders, and jumping in when there is a high priority issue to take stock of the situation, assemble a team to triage, resolve, and keep service operations running.
You’ll work with a highly collaborative, cross-regional delivery model (“all-shore”) and partner closely with both technical and non-technical stakeholders.
Location
- Colombia-based (Slalom has Data hubs in Guadalajara and Monterrey) with day-to-day collaboration across North American teams.
What You’ll Do
- Work within ITIL/ITSM workflows (ticketing, incident/problem management, change processes) and communicate clearly with both technical and business stakeholders.
- Lead, direct, and teach delivery or service teams to have a proactive, data platform service-focused mindset where they ownincidents, issues, and developmentwork end-to-end and follow their work through to resolution.
- Guide service team through logical and critical thinking steps, so team members build knowledge of how incidents and their resolutions fit into the overall solution ecosystem
- Process Optimization: Identify inefficiencies and implement improvements to streamline operations.
- Adoption & Innovation: Drive adoption of new processes and tools and proactively identify new ways of working that streamline operations, and increase team efficiencies to meet and exceed SLAs
- Drive delivery team to create operational improvements: automation, alert
📌 Service Team Program Lead (Medellín)
🏢 Slalom Consulting
📍 Medellín
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