Service Operations Specialist (IT)

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.