Service Delivery Specialist
7 days ago
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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