Senior IT Service Delivery Specialist

We are seeking a highly experienced and results-driven Senior IT Service Delivery Specialist to oversee and continuously improve IT service delivery operations across a multi-site enterprise environment. The successful candidate will be responsible for ensuring efficient delivery of IT services, administering and optimizing enterprise IT Service Management (ITSM) platforms, implementing ITIL best practices, and managing IT assets, software licences, vendors, contracts, and IT financial processes. This position requires a combination of hands-on technical ITSM expertise, IT service delivery management, operational governance, vendor coordination, financial administration, and stakeholder management . The ideal candidate will demonstrate a strong ability to leverage ITSM platforms, service analytics, workflow automation, and established governance frameworks to enhance service quality, improve user satisfaction, control operational costs, and drive continuous improvement. Key Responsibilities 1. IT Service Delivery Management Oversee end-to-end IT service delivery, ensuring alignment with business requirements, operational priorities, and agreed Service Level Agreements (SLAs). Act as the senior escalation point for critical IT service issues, ensuring timely resolution and effective communication with stakeholders. Coordinate major incident management, service restoration, root cause analysis, and preventive action planning. Conduct regular service delivery reviews with internal business units and IT stakeholders. Identify service delivery gaps and implement corrective actions to improve operational efficiency. Collaborate with infrastructure, application, security, and support teams to ensure consistent service performance. Maintain strong relationships with business stakeholders and ensure IT services meet operational expectations. 2. ITSM Platform Administration and Optimization Take ownership of the administration, configuration, maintenance, and continuous improvement of the organization's enterprise ITSM platform. Configure and optimize incident, service request, problem, change, and asset management workflows. Develop and maintain service catalogues, request forms, approval workflows, SLA configurations, notifications, dashboards, and reporting structures. Implement workflow automation and self-service capabilities to reduce manual intervention and improve service resolution times. Ensure high data accuracy, platform adoption, and adherence to ITSM governance standards. Coordinate ITSM platform upgrades, integrations, testing, access management, and vendor support. Provide technical guidance and training to IT teams and end users on effective ITSM platform utilization. Identify opportunities to improve ITSM processes through automation, integrations, and data-driven enhancements.

Desired Candidate Profile

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. 8 12 years of progressive experience in IT service delivery, IT operations, or IT service management. Proven experience working in a multi-site or enterprise IT environment.