Service Delivery Specialist

**Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?**

Join our growing global NTT team and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.

**Want to be part of the team?**

I am seeking an experienced Service Delivery Specialist for a client in Melbourne to take up a 6 months contract with a view of extension.

**Your day at NTT**
- Day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of service delivery issues which arise in connection with IT services.
- Manage escalations to Service Delivery
- Monitor and manage Service Delivery queue in Service Now
- Establish dashboards and manage operational dashboard in Service Now
- Lead problem management forums (primary back-up)
- Act as the primary back up for all responsibilities in relation to MIM Back-Up incl non business hours co-ordination
- Produce operational reporting as required
- Act as the primary back up covering all responsibilities in relation to Non-Major incident co-ordination
- Refine and maintain ITIL processes
- Provide a comprehensive, consistent and coherent set of best practices focused on the management of ITSM processes.
- Promote a quality approach to achieving business effectiveness and efficiency in the use of information systems.
- Align IT services with the current and future needs of the business and our customers.
- Improve the quality of IT services delivered.
- Attend CAB as required on behalf of the Service Delivery team.
- Attend daily operations meetings as required.
- Reduce the long-term cost of service provision.
- Develop user friendly and documented IT services.
- Quickly and efficiently resolve incidents to improve customer satisfaction.
- Develop and enhance the knowledgebase.

**What would make you a good fit for this role?**- Continue to create and improve value through improved enhancements.
- Transition new and changed services into operations.
- Achieve effectiveness and efficiency in the delivery of services.
- Identify ticket reduction opportunities and user experience enhancements through data analysis.
- ITIL Trained and qualified
- Sound knowledge of ticketing / call logging systems - ServiceNow
- Excellent documentation skills and the ability to document in such a way that can be understood by people of all technical abilities.
- 5+ years’ experience in fostering an ITIL based Service environment.
- 5+ years’ experience in measuring the success of services being utilised, recommending and coordinating implementation of changes to IT services.
- Working knowledge of the ITIL framework, and how an ITIL work frame fits into the organisation and the support team.
- SLA Management
- Service Now Dashboard, Reporting capabilities

Want to be part of our team? To be considered for this opportunity click the 'Apply' button, or for more information about this and other opportunities please contact Avani Ramanathan on 1800 456 122 or +61 3 9626 0770. Please quote our job reference number: 589228.

**About us**

Workforce Solutions is a division in the Australia and New Zealand region of NTT Ltd. and includes the former Viiew as part of its broader expertise and capabilities. The Workforce Solution division specialize in workforce-as-a-solution services, allowing clients the flexibility to augment or strengthen their team with a specialized workforce who offer deep experience and expertise in digital, data, security, infrastructure, project solutions and business transformation. Our highly experienced and skilled teams are supported by extensive training and enablement, ongoing technical assessments and our global network as part of NTT Ltd**. **All team members of Workforce Solutions are selected for the depth of their knowledge and experience in their particular field, as well as their professionalism and ability to integrate into our client’s workplace environment. To ensure the best match, we encourage clients to be involved in selecting their Workforce Solutions consultants.

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