Service Delivery Specialist

Service Delivery Management

• Lead and manage the delivery of IT support services to business users.
• Ensure service quality, user satisfaction, and operational efficiency.
• Develop and implement service improvement initiatives.

Sla Management & Compliance

• Monitor and report on SLA and KPI performance.
• Ensure incidents, service requests, and problems are managed within agreed service levels.
• Identify trends and implement corrective actions to improve service performance.

Service Desk Management

• Supervise daily service desk operations.
• Ensure efficient ticket handling, prioritization, escalation, and resolution processes.
• Improve service desk workflows and customer experience.
• Analyze support metrics and recommend service enhancements.

Problem Management & Operational Excellence

• Lead root cause analysis activities for recurring incidents.
• Implement preventive measures to reduce service disruptions.
• Drive continual service improvement initiatives across the department.
• Coordinate with technical teams and vendors to resolve complex operational issues.

Itsm & Itil Governance

• Ensure full adoption and adherence to ITSM processes and ITIL best practices.
• Develop and maintain operational policies, SOPs, and governance procedures.
• Contribute to the development of IT service policies, procedures, and operational standards.
• ***Preferred Qualifications***
• Strong Service Delivery Management experience.
• Deep understanding of ITSM platforms and processes.
• ITIL Foundation certification (minimum); ITIL Intermediate/Managing Professional preferred.
• Excellent problem-solving and analytical skills.
• Strong stakeholder and vendor management capabilities.
• Experience managing Service Desk and End-User Support operations.

• Customer Experience Management

• Team Leadership

• Strong Problem-Solving Skills

Experience

• Service Delivery Management: 10 years (Preferred)

Language

• English (Preferred)

License And Certification

• ITIL Foundation certification (minimum) (Preferred)
• QID (Preferred)