Job Title: IT Service Delivery Specialist
An IT Service Delivery Specialist is responsible for ensuring the effective management of IT service delivery processes, aligning them with business-valued outcomes and agreed SLAs.
* Key Responsibilities:
* Managing IT Service Interactions: Managing seamless interaction between IT service delivery processes, such as knowledge, problem, system change configuration, and incident management.
* Enabling Problem Management: Enabling the operational execution of problem management processes and reviewing major incidents/problems in accordance with agreed incident management processes.
* Understanding Service Demands: Understanding ICT service operations demands, ensuring up-to-date ICT operating processes and RAC ICT asset knowledge.
* Improving Service Delivery: Ensuring process improvement, supporting incident management, service transition planning, and continuous improvement to service delivery procedures.
* Providing Management Support: Offering problem management support and guidance to the business, maintaining an up-to-date ICT service catalogue, and knowledge base.
* Managing Changes and Configurations: Handling change and ICT system configuration management, including backlog management.
* Coordinating and Coaching: Coaching and advising ETS operations team, managing escalations and prioritization of service delivery activities, and collaborating daily with peer ITSM process managers.
Requirements:
* ITIL Foundation Certificate
* Proven experience in IT service delivery
* Strong understanding of IT service management processes
* Excellent communication and interpersonal skills
Benefits:
* Ongoing training and development opportunities
* Collaborative and dynamic work environment
* Competitive salary and benefits package
About Us:
* We are a leading organization in the industry
* We value innovation and creativity
* We prioritize employee well-being and growth