Service Delivery Specialist

• 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 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 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.

• 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.

• 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.

• Bachelor’s Degree in IT or Information systems or Business management
• 7 Years' experience in a similar role

• 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.
• Excellent report writing, financial acumen, and operational knowledge.

AVBOB