About the position
Service Delivery Specialist
Senior Level / Management
Permanent
The Service Delivery Specialist will play a critical role in supporting the business by overseeing the delivery of internal and external technology solutions. This role focuses on optimising project delivery, continuously improving processes, and managing relationships with key stakeholders, partners, and teams, external technology solutions, with a business development focus. The Service Delivery Specialist will ensure that technology-driven operations are aligned with the company’s strategic goals within business development and can meet evolving business demands.
ESSENTIAL FUNCTIONS AND BASIC DUTIES:
- Technology Infrastructure Management: Ensure that IT systems, infrastructure, and data are available and effectively managed to support the evolving needs of the business.
- Continuous System Improvement: Oversee the maintenance, upgrades, and monitoring of all technology systems to maintain optimal performance and security.
- Service Desk Management: Lead the ongoing improvement of the Service function, ensuring SLAs with solution partners are met and exceeded.
- Adopt New Technologies: Collaborate with IT teams to evaluate and integrate new technologies that support business growth and operational efficiency.
- Feedback and Quality Management: Gather customer feedback, identify areas of improvement, and implement enhanced processes to drive service quality and customer satisfaction.
Client and Stakeholder Management
- Client Relationships: Build and maintain strong relationships with clients and stakeholders, understanding their requirements, managing expectations, and ensuring satisfaction through effective service delivery.
- Communication & Reporting: Keep stakeholders well-informed with regular communication on project progress, setbacks, and milestones.
- Vendor and Partner Management: Manage multiple vendors to ensure alignment with business and technical objectives, including monitoring and reporting on service levels and performance.
Project and Process Management
- Project Coordination: Oversee multiple projects simultaneously, ensuring resource allocation, timelines, and deliverables are aligned with business objectives.
- Development of Business Requirements: Collaborate with product and technical teams to develop business requirements that support new product development across multiple technology partners.
- Integration and Collaboration: Ensure robust integration plans are in place and work closely with ICT and application development teams to deliver effective solutions.
- Service Improvement: Implement continuous improvement initiatives, proactively identifying areas for process enhancements and driving operational efficiency.
Incident and Problem Management
- Critical Incident Management: Take ownership of critical incidents, ensuring effective communication between resolution parties and stakeholders, and conducting thorough post-incident reviews.
- SLA and Service Performance Monitoring: Conduct regular reviews of SLA performance, ensure adherence to service credits, and maintain thorough documentation of service-related incidents.
Service Management
- Operational Oversight: Ensure high-performance levels for service-related processes, driving improvement activities where necessary.
- Problem-Solving: Analyse complex service delivery challenges, proposing effective solutions, and making quick decisions to resolve service issues.
- Service Optimisation: Continuously evaluate internal and third-party processes, driving service delivery optimisation and efficiency.
- Best Practices: Embed industry best practices into daily operations and service management processes, consistently seeking ways to elevate service delivery standards.
Requirements
- Bachelor’s Degree in IT or Information systems or Business management
- 7 Years' experience in a similar role
- Knowledge and Experience
- Experience or familiarity with process management and/or continuous improvement.
- Strong analytical and quantitative skills.
- Experience on statistical and/or data management tools.
- Ability to meet deadlines in a fast-paced changing environment.
- Excellent planning, prioritisation, and organisational skills.
- Excellent interpersonal and verbal & written communication skills.
- Demonstrated collaboration, negotiation, and conflict resolution skills.
- Analytical, problem solving & root-cause analysis skills.
- Strong interpersonal, communication, and leadership skills with the ability to influence and collaborate across teams and stakeholders.
- Demonstrated capability in critical thinking, problem-solving, and root-cause analysis.
- Strong understanding of IT systems, infrastructure, solution architecture, and emerging technologies, with the ability to bridge business and technology perspectives.
Desired Skills:
- Service Management
- Data Management
- Process Management
