At a Glance
- Tasks: Lead the development of AI-driven support agents and ensure a reliable service desk.
- Company: Join a fast-scaling tech company at the forefront of AI innovation.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Be part of a dynamic team driving significant impact in service delivery.
- Why this job: Shape the future of customer support with cutting-edge AI technology.
- Qualifications: Experience in SaaS, AI environments, and strong incident management skills.
The predicted salary is between 80000 - 100000 € per year.
We’re looking for a Service Delivery Director / Head of Platform Service Operation to build and run a modern, AI-driven service desk for a fast-scaling product platform. This is not a traditional service delivery/support role. You will act as the lead developer and owner of AI agents on the platform, responsible for designing, building, and continuously improving agents that support customers and internal teams. At the same time, you will own the service desk layer of the product platform, ensuring it is reliable, scalable, and ready to support enterprise customers.
What You’ll Be Doing:
- Lead Developer for AI Support Agents
- Act as the lead builder of AI agents across the platform
- Design, develop, and deploy agents for:
- Customer support and triage
- Incident summarisation
- Knowledge retrieval and response generation
- Continuously improve agent performance, accuracy, and coverage
- Work closely with product and engineering to embed agents into the platform
- Own the Agent Layer of the Product Platform
- Take ownership of the AI service desk layer within the product
- Ensure agents are fully integrated into workflows, monitoring, and support systems
- Treat agents as a core product capability, not just a support tool
- Define how AI agents evolve as the platform scales
- Build an AI-Powered Service Desk
- Design a support model that is AI-first by default
- Automate ticket classification, triage, and responses
- Reduce manual support workload through intelligent automation
- Ensure knowledge is structured and accessible to both humans and agents
- Own Live Service Operations
- Ensure platform reliability, monitoring, and observability
- Set up dashboards, alerts, and service health reporting
- Track uptime, latency, and customer impact
- Run Incident Management
- Act as Incident Commander for major incidents
- Coordinate engineering, security, and delivery teams
- Lead post-incident reviews and drive improvements
- Gatekeep Go-Live Readiness
- Ensure all releases are operationally ready before going live
- Require proper monitoring, runbooks, and support ownership
- Prevent releases that create avoidable risk
What We’re Looking For:
- Experience building or running support/service operations in SaaS, platform, or AI environments
- Hands-on experience building AI agents, workflows, or automation tools
- Strong incident management experience
- Ability to operate across engineering and operations
- Experience owning or contributing to a product platform
- Familiarity with observability, monitoring, and reliability practices
Why This Role Is Different:
- You are not just running support, this is an individual contributor role where you are building the agents that deliver it
- You will own a core layer of the product platform, not just a function
- AI is central, not experimental, this is agent-led support at scale
- You will define how support evolves as the company grows
Success Looks Like:
- AI agents handling a significant share of support interactions
- A scalable service delivery desk that doesn’t grow linearly with customers
- High platform uptime and fast incident resolution
- Clean, reliable go-lives with full operational readiness
- Continuous improvement of agent capability and performance
Service Delivery Director employer: 55 Exec Search
As a Service Delivery Director at our innovative AI-driven platform, you will be part of a forward-thinking team that values creativity and collaboration. We offer a dynamic work culture that encourages continuous learning and professional growth, with opportunities to lead cutting-edge projects that shape the future of customer support. Located in a vibrant tech hub, our company provides a supportive environment where your contributions directly impact our success and the satisfaction of our enterprise customers.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Director
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio or a project that highlights your experience with AI agents and service delivery. This will give potential employers a taste of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by practising common questions related to AI and service operations. Be ready to discuss your hands-on experience and how you've tackled challenges in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who are genuinely interested in joining us. Plus, it’s a great way to ensure your application gets the attention it deserves.
We think you need these skills to ace Service Delivery Director
Some tips for your application 🫡
Show Your Passion for AI:When you're writing your application, let your enthusiasm for AI and service delivery shine through. We want to see how you can bring innovative ideas to the table, especially in building AI agents that enhance customer support.
Tailor Your Experience:Make sure to highlight your relevant experience in SaaS, platform, or AI environments. We’re looking for someone who has hands-on experience with AI agents and incident management, so don’t hold back on those details!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences are easy to understand. Use bullet points if it helps to break down your achievements!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at 55 Exec Search
✨Know Your AI Inside Out
Make sure you’re well-versed in AI technologies and how they apply to service delivery. Brush up on your knowledge of AI agents, their design, and deployment processes. Being able to discuss specific examples of how you've built or improved AI systems will show that you’re the right fit for this role.
✨Demonstrate Incident Management Skills
Prepare to talk about your experience with incident management. Think of specific incidents you've managed, the challenges you faced, and how you resolved them. Highlight your ability to coordinate teams and lead post-incident reviews, as this is crucial for the role.
✨Showcase Your SaaS Experience
Since this role involves working in a SaaS environment, be ready to discuss your previous experiences in similar settings. Share insights on how you’ve contributed to product platforms and any automation tools you’ve developed. This will help demonstrate your understanding of the operational landscape.
✨Prepare Questions About Scalability
Think about questions you can ask regarding the scalability of the service desk and AI agents. This shows your forward-thinking mindset and interest in how the company plans to grow. It also gives you a chance to showcase your strategic thinking around service delivery.
