Service Delivery Expert
5 days ago
JLL is a leading real estate and investment management company that empowers its employees to shape a brighter future. We're looking for a skilled Service Delivery Expert to join our team. The ideal candidate will have a strong background in IT service delivery and excellent communication skills.
Key Responsibilities:
- Oversee and drive Incident Management activities, ensuring adherence to best practice and industry standards.
- Coordinate regular updates to key stakeholders regarding Major Incidents.
- Ensure timely and accurate communication of incident status, impact, and resolution progress.
- Facilitate post-incident reviews to identify learnings and recommendations.
- Develop metrics and performance indicators to monitor incident management effectiveness.
- Conduct training sessions and workshops to educate colleagues on incident management principles and procedures.
- Provide guidance and mentorship to the incident management team.
Requirements:
- Graduate in a technology-related field.
- 5-10 years of experience in IT Service Delivery.
- Experience utilizing Service Now toolset.
- Certifications in IT service management frameworks, such as ITIL or similar.
- Experience working within a global matrixed environment.
- Exceptional communication and negotiation skills.
- Excellent organizational and presentation skills.
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