Job Description: Senior IT Service Delivery Specialist
Job Title: Senior IT Service Delivery Specialist
Department: Group IT Service Delivery
Reports To: Senior Manager – IT Infrastructure & Operations
Experience Required: 8–12 Years
Employment Type: Full-Time
Job Location: To Be Confirmed
Job Summary
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.
Relevant ITSM Platforms:
- ServiceNow
- ManageEngine ServiceDesk Plus
- Freshservice
- Equivalent enterprise ITSM solutions
Advanced hands-on experience in at least one enterprise ITSM platform is mandatory.
3. ITIL Process Governance and Compliance
- Implement, manage, and continuously improve ITIL-aligned IT service management processes.
- Establish and maintain governance standards for:
- Incident Management
- Service Request Management
- Problem Management
- Change Management
- Knowledge Management
- Service Level Management
- IT Asset Management
- Configuration Management
- Monitor adherence to established ITIL processes, policies, and service governance frameworks.
- Facilitate problem reviews, post-incident assessments, and change governance activities.
- Maintain comprehensive process documentation, Standard Operating Procedures (SOPs), knowledge articles, and service catalogues.
- Support internal and external audits by ensuring the availability of accurate operational documentation.
- Identify process inefficiencies and implement improvements based on ITIL best practices.
4. Service Performance Monitoring and Reporting
- Define, monitor, and evaluate IT service delivery Key Performance Indicators (KPIs).
- Track SLA compliance, incident resolution performance, service request backlogs, recurring incidents, customer satisfaction, and vendor performance.
- Develop operational dashboards, management reports, and service performance presentations.
- Analyze ITSM data to identify recurring issues, bottlenecks, operational risks, and improvement opportunities.
- Recommend corrective measures and process enhancements based on performance trends.
- Support management decision-making through accurate and timely reporting.
- Identify opportunities for workflow automation, resource optimization, and operational cost reduction.
5. IT Asset and Software Licence Management
- Manage the complete lifecycle of IT hardware and software assets, including procurement, deployment, assignment, maintenance, transfer, reconciliation, and disposal.
- Maintain accurate IT asset inventories and configuration records within the ITSM platform.
- Coordinate asset verification exercises, periodic audits, and inventory reconciliations.
- Manage software licence entitlements, allocations, compliance, renewals, and utilization.
- Identify unused or underutilized software licences and implement licence optimization initiatives.
- Monitor asset warranties, maintenance agreements, and replacement requirements.
- Coordinate asset tagging, stock control, secure disposal, and financial write-off procedures.
- Ensure IT asset management activities comply with internal governance and audit requirements.
6. IT Vendor and Contract Management
- Manage and maintain centralized records of IT vendors, service providers, contracts, subscriptions, and support agreements.
- Track contract terms, renewal dates, licensing obligations, contractual deliverables, and vendor performance.
- Coordinate vendor onboarding, quotations, evaluations, renewals, and documentation requirements.
- Monitor vendor compliance with agreed SLAs and contractual obligations.
- Conduct vendor performance reviews and escalate service deficiencies when necessary.
- Support contract negotiations and commercial evaluations by providing service performance and cost information.
- Work closely with Procurement, Finance, and IT management to maintain effective vendor relationships and commercial controls.
7. IT Financial Management and Budget Administration
- Support IT financial operations, including budget monitoring, procurement coordination, purchase requisitions, and purchase order tracking.
- Maintain accurate financial records covering approved budgets, commitments, actual expenditure, accruals, and forecasted costs.
- Monitor IT spending against approved budgets and investigate financial variances.
- Track vendor invoices, subscription renewals, software licensing costs, and contractual financial obligations.
- Coordinate with Finance, Procurement, vendors, and internal business units to resolve invoice discrepancies, purchase order issues, and payment-related matters.
- Prepare periodic IT financial tracking reports and cost analysis summaries.
- Support annual IT budget preparation, forecasting, reforecasting, and cost allocation activities.
- Identify opportunities to improve cost efficiency through better asset utilization, licence management, and vendor optimization.
8. Compliance, Risk Management and Continuous Improvement
- Ensure IT service delivery operations comply with organizational policies, security requirements, contractual obligations, and applicable standards.
- Support IT audits, compliance assessments, and operational risk reviews.
- Maintain accurate documentation and track remediation actions to completion.
- Identify opportunities to enhance service reliability, operational resilience, efficiency, and user experience.
- Promote continuous service improvement through process standardization, automation, performance monitoring, and stakeholder feedback.
- Collaborate with cross-functional teams to implement improvements and strengthen IT operational controls.
Qualifications and Experience
Mandatory Requirements
- 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.
- Advanced hands-on experience administering and configuring an enterprise ITSM platform such as ServiceNow, ManageEngine ServiceDesk Plus, Freshservice, or an equivalent solution.
- Strong practical knowledge of ITIL service management processes and operational governance.
- ITIL Foundation certification is mandatory.
- Demonstrated experience developing and managing ITSM workflows, service catalogues, dashboards, reporting structures, SLAs, and automation.
- Practical experience managing IT hardware assets and software licence lifecycles.
- Experience coordinating IT vendors, contracts, subscriptions, and renewals.
- Proven involvement in IT financial administration, including purchase orders, budget tracking, expense monitoring, and cost reporting.
- Experience managing service escalations, coordinating incident resolution, and conducting service performance reviews.
- Strong experience producing operational reports, maintaining process documentation, and supporting audit activities.
Preferred Qualifications and Experience
- Advanced or higher-level ITIL certification.
- Experience with ITSM workflow automation and platform integrations.
- Knowledge of Configuration Management Databases (CMDB) and configuration management processes.
- Experience supporting ITSM platform upgrades, testing, and service improvement projects.
- Exposure to enterprise IT service governance and operational transformation initiatives.
- Experience implementing cost optimization initiatives related to IT assets, software licensing, or vendor contracts.
Required Technical and Professional Skills
IT Service Management
- ITIL process implementation and governance
- Incident, Problem, Change, and Request Management
- SLA monitoring and service performance improvement
- Major incident coordination and root cause analysis
ITSM Platform Expertise
- Enterprise ITSM configuration and administration
- Workflow design and automation
- Service catalogue development
- Dashboard creation and reporting
- ITSM data management and platform optimization
Asset, Vendor and Financial Management
- IT hardware and software asset lifecycle management
- Software licence compliance and optimization
- Vendor performance and contract administration
- Purchase requisition and purchase order management
- Budget tracking, cost analysis, and financial reporting
Professional Competencies
- Strong analytical and problem-solving abilities
- Excellent stakeholder management and communication skills
- Strong organizational and documentation capabilities
- Commercial awareness and financial accuracy
- Ability to coordinate cross-functional teams and manage competing priorities
- Strong negotiation, conflict resolution, and escalation management skills
- High level of accountability, ownership, and attention to detail
Key Performance Indicators (KPIs)
The successful candidate will be evaluated on the following performance measures:
- Achievement of agreed IT service SLAs and operational performance targets.
- Reduction in recurring incidents, service disruptions, and unresolved ticket backlogs.
- Improvement in ITSM platform adoption, automation, reporting quality, and data accuracy.
- Accuracy and completeness of IT asset inventories and software licence records.
- Timely management of vendor contracts, subscriptions, and renewals.
- Accuracy of financial records, purchase orders, budget tracking, and cost forecasts.
- Compliance with ITIL governance standards, internal policies, and audit requirements.
- Timely resolution of critical escalations and successful implementation of service improvement initiatives.
- Improved stakeholder satisfaction and overall IT service delivery effectiveness.
Ideal Candidate Profile
We are looking for an experienced IT Service Delivery professional who combines strong technical expertise in enterprise ITSM platform administration with operational governance, IT asset management, vendor management, and IT financial administration.
The ideal candidate should not be limited to coordinating helpdesk operations or monitoring service tickets. They must have demonstrable hands-on experience configuring ITSM platforms, improving ITIL processes, developing automated workflows, analyzing service performance, and managing the commercial and operational aspects of enterprise IT services.
The successful candidate will be highly organized, analytically driven, commercially aware, and capable of independently managing multiple IT service delivery functions while working closely with business stakeholders, IT teams, Finance, Procurement, and external service providers.