Service Delivery Specialist

SUMMARY:
Description

POSITION INFO:
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:
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.
Understanding of business processes & policies.
Organised and structured personality.
Experience in decision-making, resource planning, and service performance management.
Innovative / Creative thinker.
Analytical skills.
Coaching and mentoring.
Decision Making.
Strong planning, prioritisation, and organisational skills.
Continuous improvement.