Service Delivery Specialist
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Key skills for this role
About the Role
SFAI Qatar is seeking a Service Delivery Specialist to lead IT support services, manage SLAs, supervise service desk operations, and drive continual improvement. Requires 10+ years of Service Delivery Management experience and ITIL Foundation certification.
Key Skills for This Role
Responsibilities
- Lead and manage the delivery of IT support services to business users
- Ensure service quality, user satisfaction, and operational efficiency
- Develop and implement service improvement initiatives
- Monitor and report on SLA and KPI performance
- Ensure incidents, service requests, and problems are managed within agreed service levels
- Identify trends and implement corrective actions to improve service performance
- Supervise daily service desk operations
- Ensure efficient ticket handling, prioritization, escalation, and resolution processes
- Improve service desk workflows and customer experience
- Analyze support metrics and recommend service enhancements
- Lead root cause analysis activities for recurring incidents
- Implement preventive measures to reduce service disruptions
Requirements
- Strong Service Delivery Management experience
- Deep understanding of ITSM platforms and processes
- ITIL Foundation certification (minimum); ITIL Intermediate/Managing Professional preferred
- Excellent problem solving and analytical skills
- Strong stakeholder and vendor management capabilities
- Experience managing Service Desk and End User Support operations
- 10 years of Service Delivery Management experience (Preferred)
- English (Preferred)
- ITIL Foundation certification (minimum) (Preferred)
- QID (Preferred)
Full Job Posting
Service Delivery Management
- Lead and manage the delivery of IT support services to business users.
- Ensure service quality, user satisfaction, and operational efficiency.
- Develop and implement service improvement initiatives.
SLA Management & Compliance
- Monitor and report on SLA and KPI performance.
- Ensure incidents, service requests, and problems are managed within agreed service levels.
- Identify trends and implement corrective actions to improve service performance.
Service Desk Management
- Supervise daily service desk operations.
- Ensure efficient ticket handling, prioritization, escalation, and resolution processes.
- Improve service desk workflows and customer experience.
- Analyze support metrics and recommend service enhancements.
Problem Management & Operational Excellence
- Lead root cause analysis activities for recurring incidents.
- Implement preventive measures to reduce service disruptions.
- Drive continual service improvement initiatives across the department.
- Coordinate with technical teams and vendors to resolve complex operational issues.
ITSM & ITIL Governance
- Ensure full adoption and adherence to ITSM processes and ITIL best practices.
- Develop and maintain operational policies, SOPs, and governance procedures.
- Contribute to the development of IT service policies, procedures, and operational standards.
Preferred Qualifications
- Strong Service Delivery Management experience.
- Deep understanding of ITSM platforms and processes.
- ITIL Foundation certification (minimum); ITIL Intermediate/Managing Professional preferred.
- Excellent problem solving and analytical skills.
- Strong stakeholder and vendor management capabilities.
- Experience managing Service Desk and End User Support operations.
Core Competencies
- Service Delivery Excellence
- SLA & KPI Management
- ITIL & ITSM Expertise
- Root Cause Analysis
- Continuous Service Improvement
- Customer Experience Management
- Team Leadership
- Strong Problem Solving Skills
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