Service Delivery Specialist

6 days ago

Cairo, Cairo, Egypt CONNECT Professional Services Full time 15,000 - 30,000 per year

Role Responsibilities:

  • Execute daily service operations in line with agreed SLAs and ITIL processes.
  • Monitor service performance, prioritize operational tasks, and ensure timely response and resolution.
  • Maintain a clear understanding of the defined technical scope, responsibilities, and boundaries.
  • Identify recurring issues and provide input into root cause analysis and problem resolution.
  • Coordinate and follow up with technical teams, ensuring alignment across cross-functional groups.
  • Update and maintain knowledge base articles, SOPs, and technical documentation.
  • Propose incremental service improvements or enhancements based on operational insights.
  • Participate in customer service reviews and contribute to service performance reporting.
  • Support continuous improvement initiatives and ensure operational excellence.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.
  • 2–5 years of experience in IT service operations, service delivery, or technical support roles.
  • Practical experience with ITIL processes (Incident, Request, Change, and Problem Management).
  • Hands-on experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).
  • Experience in a managed services or customer-facing support environment is a strong advantage.
  • Strong communication, interpersonal, and customer service skills.
  • Solid analytical thinking and problem-solving capabilities.
  • High attention to detail and strong organizational skills.
  • Ability to collaborate effectively across teams and functions.
  • Proactive, service-oriented mindset with ownership for quality and performance.
  • Commitment to continuous improvement and adherence to best practices.

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