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Service Delivery Expert
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About the Role
">We are seeking a skilled Service Delivery Specialist to join our team, working closely with IT teams and stakeholders to provide high-quality technical support, drive incident management and contribute towards continuous service improvement initiatives.
">Key Responsibilities:
- Act as the first point of contact for service requests, incidents and inquiries and escalate unresolved issues as required
- Support the major incident process by assisting in managing incidents, crafting communications and building status boards
- Coordinate with external service providers and internal teams to address recurring problems and implement solutions, guiding users through IT changes and providing enhanced support as needed
- Work with multiple organisations' IT departments to assist in successful service delivery and knowledge handover, fostering strong relationships to understand their needs and expectations
- Prepare and maintain procedures and configuration documentation for assigned services, including knowledge base articles for end-users
- Identify improvement opportunities for process optimisation and collaborate cross-functionally to implement best practices, enhancing service quality and ensuring cohesive and efficient support across the organisation
About You
- Demonstrated experience in IT service delivery role or similar capacity with solid understanding of service delivery processes, ITIL framework and best industry practices
- Experience or exposure in Microsoft products, specifically with Azure Cloud Administration, SharePoint and Jira / Confluence workflow development and administration
- Good interpersonal and communication skills with proven analytical and problem-solving skills
- Demonstrated organisational skill with ability to prioritise and manage a diverse workload with a solution mindset
- Proactive and solution-focused mindset who enjoys working in fast-paced environments wearing multiple hats
