Service Delivery Specialist

Job Description

Job description:

Experience: 10+ years

- Delivery Location: Off-site, remote work allowed (100% remote).
- Resource Request: 1 Service Delivery Specialist (Mid-level).

Company Description

Our business idea is fashion & quality at the best price in a sustainable way. To be on top of our game, we are now looking for a Service Delivery Specialist who will be an integral part connected to all our internal product teams to help improve and develop our operations.

We are in the Application Operations area under Application Support & Support services and part of Global Tech Services. At the heart of our mission, we strive to empower our stakeholders by delivering steadfast, scalable, and cost-efficient services. Our relentless commitment is to continually enhance quality and availability, ensuring an unparalleled experience in providing application support services.

To realize this vision, we are looking for a Service Delivery Specialist who is excited to be part of this evolution. You'll work alongside strategic leaders and operational experts, helping to build and scale Digital Workplace operations (DWP) with the right processes, tools, and mindset. If you're passionate about transforming frameworks into business value, and you thrive in a role that blends governance with innovation, we want to hear from you.

Responsibilities:

- Must have experience as a Project Coordinator or SDS and experience in prioritizing and communicating the expectation/requirement between business teams and technical teams including external stakeholders.
- Must have experience in the Office 365 suite and operations including MS Teams, Meeting rooms, SharePoint, and other MS applications.
- Set up and drive cross-functional forums together with pillar functions ensuring we set a priority.
- Communicate with strategic stakeholders and a global team to secure work tools stable for daily operations.
- Align Ways of Working, coordinate, translate and evaluate business needs to technical support teams and external vendors.
- Develop and improve support processes and Ways of Working between internal teams, pillars, and across the enterprise.
- Advise and guide product teams in operational procedures and processes to ensure stable and high-quality operation of their products.
- Work with Area and other leadership to understand the vision and work on defined KPIs.

Key Requirements:

- Ability to perform Digital Workplace platform and collaboration areas related deliveries and provide actionable insights.
- Skilled in reporting store portfolios and store telephony operations on a global scale.
- Experience in Cross-Functional Collaboration: Experience working with product teams to resolve gaps and drive accountability.
- Experience in Issue Escalation & Risk Management: Proficient in escalating delays, tracking resolution status, and maintaining risk registers.
- Experience in Follow-up & Governance: Strong follow-through on compliance actions and governance alignment.
- Experience in Service Management Expertise: In-depth knowledge and hands-on experience with:

- Problem Management
- Incident Management
- Knowledge Management
- Change Management
- Business Continuity Planning

- Cybersecurity Awareness: Understanding of cybersecurity frameworks and their application in service delivery.
- Monitoring & Tool Proficiency: Familiarity with industry-standard monitoring tools and current technology trends.
- Process Orientation: Strong understanding of ITIL frameworks and service delivery best practices.

Nice to have:

- ITIL certificate / working experience or have general knowledge of ITIL foundation essentials.
- QA (quality assurance) testing.
- Working experience on ServiceNow.