Service Operations Specialist (IT)

3 years

0 Lacs

Posted:6 days ago| Platform: Linkedin logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Position Overview

We are seeking a Service Delivery Operations Specialist with a strong background in PSA platforms and service delivery operations to join our Partner's team. This role will focus on implementing and managing operational processes, ensuring system reliability, and delivering high-quality service to clients. The ideal candidate is a process-driven executor who thrives in a collaborative environment and is comfortable managing critical platforms while supporting customer needs.



Key Responsibilities

  • Process Implementation: Translate process designs into functional operational workflows, ensuring seamless execution in real-world environments.
  • Platform Administration: Manage and maintain PSA platforms (e.g., SuperOps, ConnectWise, Autotask, or Datto PSA) to ensure uptime, reliability, and performance.
  • System Integration: Support API-driven integrations, automation, and data flow between platforms to enhance operational efficiency.
  • Technical Support: Handle customer support tickets, troubleshoot issues, and manage escalations while adhering to SLA standards.
  • Quality Assurance: Monitor and maintain consistent service delivery standards, ensuring high-quality outcomes for clients.
  • Team Coordination: Collaborate with design, delivery, and customer-facing teams to align on goals and ensure smooth project execution.
  • Apple Ecosystem Management: Support and learn Apple device management (Mac, iPhone, iPad) and MDM platforms to meet client needs.
  • Operational Monitoring: Track system performance, uptime, and service metrics to ensure reliability and client satisfaction.



Required Qualifications

Essential Technical Skills

  • Must Have:
  • 3+ years of experience with PSA platforms (SuperOps strongly preferred, or ConnectWise/Autotask/Datto PSA).
  • Expertise in service delivery operations within an MSP, managed services, or similar environment.
  • Knowledge of system integration, including API concepts, automation, and data flow.
  • Familiarity with the Apple ecosystem (Mac, iPhone, iPad, MDM platform concepts).
  • Proficiency in ticketing and support workflows, including SLA management, escalation, and quality tracking.
  • Good to Have:
  • Experience with the Zoho One ecosystem (CRM, Projects, Analytics).
  • Knowledge of Mosyle Fuse or similar Apple MDM platforms.
  • Familiarity with project management tools and implementation tracking.
  • Experience with customer success platforms and metrics analysis.
  • Understanding of ITIL or similar service delivery frameworks.
  • Prior experience in UAE/GCC service delivery operations.



Essential Operational Skills

  • Process Implementation: Proven ability to take process designs and operationalize them effectively.
  • Infrastructure Management: Expertise in platform administration, uptime monitoring, and ensuring system reliability.
  • Team Coordination: Strong collaboration skills to work effectively between design and delivery teams.
  • Technical Support Capability: Ability to respond directly to customer tickets and provide technical troubleshooting.
  • Quality Assurance: Commitment to maintaining consistent service delivery and operational standards.



Success Characteristics

The ideal candidate will demonstrate:

  • Executor Mindset: Takes ownership of process designs and drives operational success.
  • Infrastructure Ownership: Comfortable managing and optimizing critical business platforms.
  • Team Collaboration: Thrives in cross-functional teams, aligning design, delivery, and customer success efforts.
  • Technical Competence: Confident in handling customer support tickets and resolving technical issues.
  • Apple Ecosystem Interest: Eager to learn and support Apple device management (expertise not required).
  • Process-Driven: Values standardized workflows and operational consistency.
  • Customer-Focused: Understands the importance of service quality in driving client satisfaction.

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