Service Delivery Specialist

Position Overview:

The Service Delivery Specialist plays a pivotal role in ensuring the seamless delivery of IT services by coordinating and optimizing service management processes. This position is dedicated to enhancing operational efficiency and fostering collaboration across all business units to support the organization's strategic objectives. This purpose statement highlights the key contributions of the role, including coordination, process optimization, and alignment with organizational goals

Key Responsibilities:

• Contributing towards the overall quality of all Service Management Deliverables, mainly focusing on Incident, Change, Release, Problem and Configuration Management, including Service Level reporting and Continuous Improvement
• Streamlining of internal processes; suggesting and implementing process improvements across all areas of IT Service Management functions to improve service delivery
• Serve as a point of reference on IT Service Management processes and tools while facilitating improvements within internal service teams
• Develop, track, review and compile Service Management metrics and reports
• Analysing, reviewing and reporting operational performance against the criteria established in contractual agreements (SLAs)
• Coordinating and following up on major incidents including incident reports
• Assisting the Problem Management activities by organizing and hosting Post-mortem meetings and following up on post-mortem action items
• Assisting in Change Management activities by reviewing change requests (content, risk, documentation) to comply with the change management and CAB (Change Advisory Board) requirements
• Identify opportunities to automate and optimize workflows within the change management, reducing manual processes and enhancing efficiency
• Assisting in Release Management activities by ensuring that the release processes are adequately followed by all stakeholders
• Coordinate and facilitate communication of deployment updates and service changes across various business units, ensuring all relevant stakeholders are informed and aligned
• Assist the Service Delivery Manager in strategic planning and execution of service delivery initiatives as needed.

Requirements:

• Analyse complex data and metrics to make informed decisions and drive improvements in service delivery
• Demonstrate expertise in ITSM tools and platforms, with a strong understanding of IT infrastructure
• Tackle challenges with innovative solutions and a proactive mindset
• Positive, confident, and able to work under pressure and on their own initiative
• Foster collaboration and build strong relationships with colleagues, stakeholders
• Efficiently manage tasks and priorities to meet deadlines
• Assess situations to differentiate and prioritize based on risk and urgency
• Quickly adapt to changing environments and priorities while maintaining focus and efficiency
• Focus on identifying and implementing improvements to service delivery processes.