Service Delivery Specialist

Role Responsibilities:Execute daily service operations in line with agreed SLAs and ITIL processes.Monitor service performance, prioritize operational tasks, and ensure timely response and resolution.Maintain a clear understanding of the defined technical scope, responsibilities, and boundaries.Identify recurring issues and provide input into root cause analysis and problem resolution.Coordinate and follow up with technical teams, ensuring alignment across cross-functional groups.Update and maintain knowledge base articles, SOPs, and technical documentation.Propose incremental service improvements or enhancements based on operational insights.Participate in customer service reviews and contribute to service performance reporting.Support continuous improvement initiatives and ensure operational excellence.Qualifications:Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline.2–5 years of experience in IT service operations, service delivery, or technical support roles.Practical experience with ITIL processes (Incident, Request, Change, and Problem Management).Hands-on experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).Experience in a managed services or customer-facing support environment is a strong advantage.Strong communication, interpersonal, and customer service skills.Solid analytical thinking and problem-solving capabilities.High attention to detail and strong organizational skills.Ability to collaborate effectively across teams and functions.Proactive, service-oriented mindset with ownership for quality and performance.Commitment to continuous improvement and adherence to best practices.