JOB SUMMARY:

The Specialist – Service Delivery will play a pivotal role in ensuring the seamless delivery of services to our end users. The primary responsibility of the postholder is to oversee the end-to-end process of service delivery, from initial request to final completion, while maintaining high standards of quality and efficiency. S/he collaborates closely with various teams within the organization to ensure that client expectations are met and exceeded.

KEY ROLE ACCOUNTABILITIES:

• Leads the identification, prioritization and resolution of incidents to minimize service disruptions.

  
  

• Collaborates with technical teams to ensure timely incident resolution and communicate updates to stakeholders.

  
  

• Manages the end-to-end process of change requests, including assessment, approval, implementation and documentation.

  
  

• Collaborates with cross-functional teams to ensure changes are implemented seamlessly while minimizing impact on services.

  
  

• Oversees the configuration management process to maintain accurate and up-to-date configuration records.

  
  

• Collaborates with stakeholders to understand and document configuration requirements.

  
  

• Proactively identify and address the root causes of recurring incidents and problems.

  
  

• Implements preventive measures to minimize the impact of potential issues on service delivery.

  
  

• Monitors and enforce SLAs to ensure that service delivery meets or exceeds agreed-upon performance standards.

  
  

• Regularly report on SLA performance and collaborate with teams to address any deviations.

  
  

• Performs other related duties as assigned

  
  

• Adheres to Sidra’s standards as they appear in the Code of Conduct and Conflict of Interest policies

  
  

• Adheres to and promotes Sidra’s Values

  
  

In view of the evolving needs and opportunities within Sidra, this position may be required to perform other duties as assigned and reporting relationships may vary.

QUALIFICATIONS, EXPERIENCE AND SKILLS:

• Bachelor’s Degree in Computing Science or related field.

5+ years of experience inclusive of

• Experience in technical Infrastructure services design and transformation experience.

  
  

• 3+ years IT Services delivery and monitoring experience

  
  

• Experience in analyzing and using user satisfaction and performance data.

  
  

• Successful design, delivery and ongoing management of high-quality services

  
  

• Experience in interpreting user data and feedback

  
  

• Negotiation with colleagues and stakeholders

  
  

• Six Sigma 

  
  

• PMP

  
  

• Demonstrated ability in monitoring services delivery

  
  

• Excellent communication skills. 

  
  

• Project management skills and experience

  
  

• Proficiency with Microsoft Office suite

  
  

• Fluency in written and spoken English