Service Delivery Leader

Service Delivery Leader 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\.3 billion\+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor\-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise. 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. The Service Desk Delivery Leader owns the day\-to\-day operational performance of a client\-facing Service Desk engagement in a healthcare environment. This is a hands\-on leadership role responsible for driving service level attainment, team performance, and consistently high\-quality end\-user experience. The Delivery Leader serves as the critical link between frontline agents and the Service Desk Delivery Manager reporting into Senior Management — translating strategy into execution and holding the team accountable to the standards CAI is known for. This position will be full\-time and remote. Only work authorizations that will not require sponsorship now or in the future will be considered. What You’ll Do * 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