Service Delivery Officer

SUMMARY:
A major Warehousing and Logistic client of Datacentrix is looking to employ a Service Delivery Officer to join their team. Key criteria for this role would be strong Service delivery and problem management, Local IT and Azure experience. The successful candidate will serve as the primary point of contact for coordinating and managing the delivery of IT services to internal business units or external clients

POSITION INFO:
Requirements:

• Degree in Information Technology or Computer Science
• ITIL® v3 or ITIL® 4 Foundation Certification
• 5 years’ experience in IT service delivery, IT operations, or service desk environments
• Solid understanding of ITIL processes
• Monitoring and reporting on SLAs and service performance metrics
• Coordinating with multiple technical teams and business stakeholders
• Proven experience working with ITSM frameworks and tools (e.g., ServiceNow, Freshservice, Cherwell, BMC Remedy)

• Serve as the primary point of contact for coordinating and managing the delivery of IT services to internal business units or external clients.
• Ensure that IT services meet agreed-upon performance standards, including availability, incident resolution, service requests, and user satisfaction.
• Monitor and drive adherence to ITIL-based processes such as incident, problem, change, and service request management.
• Collaborate with cross-functional teams (infrastructure, support, applications) to deliver reliable and consistent services.
• Continuously seek ways to improve service delivery, user experience, and operational efficiency.
• Act as a liaison between the IT department and business stakeholders, ensuring alignment of services with business needs.
• Monitor and report on SLAs, KPIs, and service performance metrics across all IT functions.
• Coordinate and manage the resolution of incidents and service requests, ensuring timely escalation and communication.
• Facilitate Change Advisory Board (CAB) meetings and ensure compliance with change management processes.
• Assist in problem management by participating in root cause analysis and driving preventive measures.
• Maintain accurate documentation of services, processes, and service-level agreements.
• Identify opportunities for service improvement initiatives and lead their implementation.
• Ensure that customer satisfaction surveys are conducted, reviewed, and actioned upon.
• Collaborate with Service Desk teams to improve first-time resolution rates and user support processes.
• Prepare and present service reports to IT management and business units regularly.
• Promote awareness of service delivery standards, policies, and procedures across the organization.