Service Delivery Officer

Requirements:

• Degree in Information Technology or Computer Science
• ITIL® v3 or ITIL® 4 Foundation Certification
• 5 years experience in IT service delivery, IT operations, or service desk environments
• Solid understanding of ITIL processes
• Monitoring and reporting on SLAs and service performance metrics
• Coordinating with multiple technical teams and business stakeholders
• Proven experience working with ITSM frameworks and tools (e.g., ServiceNow, Freshservice, Cherwell, BMC Remedy)

Responsibilities:

• Serve as the primary point of contact for coordinating and managing the delivery of IT services to internal business units or external clients.
• Ensure that IT services meet agreed-upon performance standards, including availability, incident resolution, service requests, and user satisfaction.
• Monitor and drive adherence to ITIL-based processes such as incident, problem, change, and service request management.
• Collaborate with cross-functional teams (infrastructure, support, applications) to deliver reliable and consistent services.
• Continuously seek ways to improve service delivery, user experience, and operational efficiency.
• Act as a liaison between the IT department and business stakeholders, ensuring alignment of services with business needs.
• Monitor and report on SLAs, KPIs, and service performance metrics across all IT functions.
• Coordinate and manage the resolution of incidents and service requests, ensuring timely escalation and communication.
• Facilitate Change Advisory Board (CAB) meetings and ensure compliance with change management processes.
• Assist in problem management by participating in root cause analysis and driving preventive measures.
• Maintain accurate documentation of services, processes, and service-level agreements.
• Identify opportunities for service improvement initiatives and lead their implementation.
• Ensure that customer satisfaction surveys are conducted, reviewed, and actioned upon.
• Collaborate with Service Desk teams to improve first-time resolution rates and user support processes.
• Prepare and present service reports to IT management and business units regularly.
• Promote awareness of service delivery standards, policies, and procedures across the organization.