Job Role: Service Delivery Specialist

Experience: 8-10 years

Location: Qatar (Onsite)

Duration: 1 year

Key Responsibilities

Service Delivery Management:

Lead and manage the delivery of IT support services to business users. Ensure service quality, user satisfaction, and operational efficiency. Develop and implement service improvement initiatives.

SLA Management & Compliance

Monitor and report on SLA and KPI performance. Ensure incidents, service requests, and problems are managed within agreed service levels. Identify trends and implement corrective actions to improve service performance.

Service Desk Management

Supervise daily service desk operations. Ensure efficient ticket handling, prioritization, escalation, and resolution processes. Improve service desk workflows and customer experience. Analyze support metrics and recommend service enhancements.

Problem Management & Operational Excellence

Lead root cause analysis activities for recurring incidents. Implement preventive measures to reduce service disruptions. Drive continual service improvement initiatives across the department. Coordinate with technical teams and vendors to resolve complex operational issues.

ITSM & ITIL Governance

Ensure full adoption and adherence to ITSM processes and ITIL best practices. Develop and maintain operational policies, SOPs, and governance procedures. Contribute to the development of IT service policies, procedures, and operational standards.

Preferred Qualifications

Strong Service Delivery Management experience. Deep understanding of ITSM platforms and processes. ITIL Foundation certification (minimum); ITIL Intermediate/Managing Professional preferred. Excellent problem-solving and analytical skills. Strong stakeholder and vendor management capabilities. Experience managing Service Desk and End-User Support operations.

Core Competencies

Service Delivery Excellence SLA & KPI Management ITIL & ITSM Expertise Root Cause Analysis Continuous Service Improvement Customer Experience Management Team Leadership Strong Problem-Solving Skills

Skills: itil,kpi,service improvement,sla,itsm,service delivery