Service Team Program Lead - Enhance & Operate
Slalom
Remote
Posted on Feb 25, 2026
About The Role
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.
Work schedule: This role may require shift coverage between 12:00 AM – 12:00 AM Central Time (CT), and may require availability to work shifts on daytime weekends (8AM - 5PM CT), and/or evenings during the week. Rotations may apply depending on team needs.
Location
At Slalom, you’ll join a people-first culture that values customer outcomes, delivery excellence, and continuous learning. You’ll have the opportunity to deepen your cloud data engineering skills, contribute meaningful platform improvements, and grow alongside a rapidly expanding LATAM Data community with strong cross-region partnership and support.
About Us
Slalom is a fiercely human business and technology consulting company that leads with outcomes to bring more value, in all ways, always. From strategy through delivery, our agile teams across 52 offices in 12 countries collaborate with clients to bring powerful customer experiences, innovative ways of working, and new products and services to life. We are trusted by leaders across the Global 1000, many successful enterprise and mid-market companies, and 500+ public sector organizations to improve operations, drive growth, and create value. At Slalom, we believe that together, we can move faster, dream bigger, and build better tomorrows for all.
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.
Work schedule: This role may require shift coverage between 12:00 AM – 12:00 AM Central Time (CT), and may require availability to work shifts on daytime weekends (8AM - 5PM CT), and/or evenings during the week. Rotations may apply depending on team needs.
Location
- Colombia-based (Slalom has Data hubs in Guadalajara and Monterrey) with day-to-day collaboration across North American teams.
- 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 own incidents, issues, and development work 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 tuning, performance optimization, and reliability enhancements.
- Manage escalations and ensure timely resolution of critical client issues
- Establish and maintain standard operating procedures and service documentation
- Collaborate with teammates across regions—sharing context early, documenting decisions, and maintaining strong handoffs.
- Knowledge of SLA management, escalation procedures, and continuous service improvement methodologies
- Strong proficiency in service management platforms (ServiceNow) and ITIL frameworks for incident, problem, and change management
- 3+ years of experience in leading delivery or service teams who focus on data engineering, ETL/ELT development, or production support for data platforms.
- Comfort working in a fast-paced, consulting-oriented environment where priorities shift and outcomes matter.
- Comfortable working in English in a day-to-day delivery environment (technical + collaboration).
- Clear, professional communication with global client and Slalom contacts.
- A Problem-solving mindset, and instilling this mindset in the delivery and service teams; Ability to learn and understand how issues and resolutions fit into the EDW system design
- Ability to serve as liaison between both business and technical teams to drive effectively, timely solutions that fulfill both strategic and operational needs.
- Experience in all phases of product, software, and testing lifecycles
- Strong organizational skills and the ability to manage a vast array of information
- Ability to proactively identify risks, and drive action to mitigate and resolve issues
At Slalom, you’ll join a people-first culture that values customer outcomes, delivery excellence, and continuous learning. You’ll have the opportunity to deepen your cloud data engineering skills, contribute meaningful platform improvements, and grow alongside a rapidly expanding LATAM Data community with strong cross-region partnership and support.
About Us
Slalom is a fiercely human business and technology consulting company that leads with outcomes to bring more value, in all ways, always. From strategy through delivery, our agile teams across 52 offices in 12 countries collaborate with clients to bring powerful customer experiences, innovative ways of working, and new products and services to life. We are trusted by leaders across the Global 1000, many successful enterprise and mid-market companies, and 500+ public sector organizations to improve operations, drive growth, and create value. At Slalom, we believe that together, we can move faster, dream bigger, and build better tomorrows for all.