Job Description
We are seeking a proactive and structured IT Services & Project Delivery Support professional to strengthen our IT operations and lead the delivery of key IT projects across Infrastructure, Applications, Cybersecurity, and Service Management.
This role plays a critical part in improving the performance of existing IT processes, ensuring the effective execution of IT projects, and embedding service and security best practices into daily operations.
This role collaborates closely with the Service Desk and other operational teams to enhance, streamline, and continuously improve IT service processes and support the successful delivery of related projects.
The successful candidate will focus on enhancing how existing ITIL-based practices are applied across IT services, while leading projects that deliver measurable improvements in performance, compliance, and service quality.
Key responsibilities include:
* Project Management & Delivery
o Lead and manage IT projects from initiation through to delivery across IT Services, including Infrastructure, Applications, and Cybersecurity
o Define and own project scopes, timelines, deliverables, resource plans, and success metrics
o Monitor and manage project risks, milestones, dependencies, and budgets
o Coordinate with service teams to ensure operational readiness and seamless handover from project to ongoing support
o Track and report on project progress and performance against defined KPIs
o Ensure effective stakeholder engagement and communication with project sponsors and IT leadership throughout the project lifecycle
* IT Services & Process Improvement
o Collaborate with cross-functional IT teams to support and enhance existing ITIL-based processes, including incident, change, problem, license and contract management
o Drive process adherence and promote consistency across operational teams
o Identify and support process improvements that enhance efficiency, service quality, or compliance
* Security Process Support
o Integrate security best practices into project and service delivery
o Collaborate with cybersecurity and infrastructure teams to ensure alignment with internal security standards and incident response protocols
o Support security process coordination, including incident tracking, remediation actions, and audit support
* Service Reporting & Analysis
o Develop and maintain performance dashboards, KPIs, and SLA reports across IT Services
o Provide regular reporting and insights to support IT Services leadership in decision-making
* Communication & Knowledge Management
o Manage and continuously improve the IT SharePoint site as the central hub for IT documentation and internal communication
o Ensure accurate, up-to-date IT documentation and process guides are available and accessible
o Coordinate internal communications including service updates, maintenance notifications, and project announcements
* Stakeholder & Business Engagement
o Engage with business stakeholders and end users to gather requirements, validate project outcomes, and ensure service alignment with business needs.
Required Skills and Qualifications
We require candidates with the following skills and qualifications:
* ITIL v4 Foundation certification (Intermediate or Managing Professional preferred)
* Experience improving or coordinating service processes in partnership with Service Desk
* Proven experience in IT project management, with end-to-end ownership of technical project delivery
* Familiarity with project frameworks (Agile/Scrum, PRINCE2, PMBOK)
* Proven experience designing and running ITIL-based processes
* Process-oriented and structured; capable of documenting and standardizing workflows
* Strong communication skills with the ability to bridge technical and non-technical audiences
* Analytical mindset with experience creating dashboards and process metrics
* Self-starter with the ability to work independently while coordinating with diverse IT teams
* Experience with SharePoint or other internal content management systems
* Experience using ServiceNow
Benefits
Kinly offers a range of benefits to its employees, including:
* A competitive salary
* Company benefits
* A hybrid working arrangement, with 3 days on-site and 2 days remote work
* Ongoing training and development opportunities
Others
If you are selected for interview, please let us know if you require any reasonable adjustments. We also welcome applications from all qualified candidates and offer equal employment opportunities regardless of sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other protected characteristics. We want you to bring your true self to work and provide you with a workplace where you can thrive.