Senior Service Delivery Specialist

Coordination of the day-to-day delivery of all live service elements in accordance with agreed SLAs and contractual requirements;

• Contribution to incident management; co-ordination of direct and indirect reports to ensure issues are investigated and rectified as swiftly as

possible, whilst maintaining quality and minimising risk;

• Building and maintaining strong relationships with operational peers to oversee and ensure all service lines are provided in accordance to Service

Level Agreements (SLAs);

• Responsibility for ensuring effective reporting is generated when required, including detailed incident reporting;

• Ensuring quality is maintained throughout the service delivery process;

• Gather and report detailed performance data against key indicators to generate actionable improvements to the quality of services offered;

• Assist in supporting models and managing transition of projects and new services into the business-as-usual model;

• Assist in coordinating Problem and Release Management activities to ensure effective service management;

• Assist in coordinating problem resolution, involving internal support groups, vendors, suppliers, customers and managing any roadblocks;

• Ensure quality of Known Error records and the Knowledge Database;

• Coordinate with contract managers to ensure timely problem resolution and contractual fulfilment and involve Supplier

• Management when necessary;

• Conduct Post Resolution Review of critical problems and supports in following up of their activities together with the Service Delivery Manager;

• Ensure that Problem Management Key Performance Indicators (KPIs) are reported and their targets are met;

• Take escalations from Problem Coordinator and handles them accordingly.

Minimum 4 years of relevant education (master or equivalent) after the secondary school.

Minimum Experience Requirements

• Minimum 4 years of professional experience in the domain, of which

• Minimum 2 years of Change/Incident/Problem Management or Project Management experience.

Qualifications, Knowledge and Skills

• ITIL/ITIL V3 Foundation Certification;

• People-management skills, coupled with strong communication skills;

• Good planning skills that go along with proper time management;

• Problem-solving skills;
• Proven communication skills with multiple levels of an organization, including interaction with senior management;
• Strong influencing and relationship management skills;
• Excellent ability to manage multiple high priority efforts / competing priorities and flexibility to adjust to changing requirements, schedules and
priorities;
• Self-driven and resourceful to achieve goals autonomously as well as work well in group;
• Advanced knowledge of Microsoft applications including MS Project, MS Excel and MS Visio.

Knowledge of security good practice and standards such as ISO27001 and NIST.