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IT Service Delivery Specialist

IT Service Delivery Specialist

Atlas

1 - 6 years

6 - 10 Lacs

pune

Posted:5 hours ago| Platform:

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Skills Required

it services automation networking iso wan process improvement analytical lan service quality information technology

Work Mode

Work from Office

Job Type

Full Time

Job Description

An IT Service Delivery Specialist focuses on managing the delivery of all Group IT services, ensuring that services meet agreed-upon Service Level Agreements (SLAs) and quality standards. They monitor service performance, handle business relationships, manage project timelines, and drive service improvements by analyzing data & processes for efficiency gains.

This position reports to the IT Manager-India & Bangladesh.

The main responsibilities are:

Ensure timely and effective delivery of IT services to meet business requirements.
Gather feedback from users to improve service quality.
Identify opportunities to improve service delivery efficiency and customer satisfaction.
Work with service improvement plans (SIPs) to address recurring issues.
Recommend automation or process enhancements.
Ensure IT service delivery processes align with organizational policies and regulatory requirements.
Oversee change, problem, and release management processes to minimize business impact.
Act as the primary point of contact for business units regarding IT service performance.
Ensure proper documentation of IT processes, policies, and knowledge base articles.
Capture all demands coming up from various business units and take it up internally with respective stakeholders for delivering them back to business within stipulated time
Should follow up with all the stakeholders for completing the assigned tasks and demands in time
Timely response to the commnications received from business users pertaining to User s requests or IT issues
Participate in small to medium size IT Infrastructure projects & global rollouts
Advise customers and users on their IT needs and best practices
Establish and maintain strong relationships with local business
Continuous development and improvement of On-Site Support service delivery
Continuous focus on customer satisfaction, compliance and standards
Work with the Service Desk, Application Managers, IT Managers and other stakeholders using the ITIL methodology for IT Service Management

Skills & Experience Requirement

Communication, stakeholder management, analytical thinking, incident resolution, process improvement
Extended experience of successfully delivering IT services support
Proven track record of cultural awareness while collaborating with peers in the other regions.
Working knowledge of value and use of Standard IT processes and methodologies (i.e. ITIL, PMI, ISO and SDLC)
Excellent in collaboration with colleagues and all internal and external stakeholders
Basic knowledge of Servers configuration, backup, Data Center infra, Networking, switching, LAN, WAN
Should have used ITSM tools like Service Now, Remedy, Jira etc

Educational requirements

University degree or equivalent
Certification within ITIL (Foundation) is a benefit
Fluency in English, spoken and written is a must

Personality requirements

A customer centric individual who understands customers needs and seeks to fulfil or exceed expectations
A team player and natural diplomat who interacts and unites team members, customers, all stakeholders
A methodic and structured achiever who can plan, organize, prioritize, assess, adapt and deliver the promise
A resilient person who can cope with change in an ever faster moving digital landscape and who can spread this attitude of self-sufficiency
An innovative "there is always a better way" person with a positive, flexible and responsive mindset who embraces and promotes the digital transformation (regardless of age)
Open-minded with a global mindset, curious to understand and learn new perspectives
A person who complies with our DNA => Commitment Interaction Innovation

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IT Service Delivery Specialist