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Business Service Delivery Specialist
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We are seeking a highly skilled and experienced Senior Service Delivery Expert to join our team. The successful candidate will play a critical role in driving the overall growth and stability of our Service Management platform.
The Service Management team is responsible for ensuring uninterrupted Technology Services to our Staffs and Customers through ITIL process governance, leading service improvements, and driving automation to provide world-class customer and employee experience.
The ideal candidate will be accountable for owning the Service Management platform, ensuring error-free operations in alignment with business needs and ITIL best practices. Key accountabilities include:
- Platform administration and management
- AI-driven automations and optimizations
- Integrations and license management
- Driving policies and procedures to platform governance
- Initiating and leading tool enhancements and automations for process improvements
The Senior Service Delivery Expert will also provide subject matter expertise in the ITSM & CMDB tool architecture and service map configurations, manage vendors and contracts for BAU and project resources, and track their performance.
This role requires strong leadership and communication skills, with the ability to mentor and manage a team of technical resources to drive organization objectives and platform stability.
Key Result Areas:
- Tools Enhancement and Management: Oversee end-to-end management, availability, and governance of the Service Management tools within the licensing agreement.
- Service Reporting: Develop an interactive MIS dashboard based on KPIs and generate service reports for management meetings.
- Request Governance: Establish a request governance process across technology teams and ensure SLA adherence.
- Workflow Automation: Automate request workflows for quicker and more efficient fulfillment.
- SLA for MAC Activities: Implement an SLA for all move, add, and change activities managed by our team for the Service Management tool.
- Vendor and Finance Management: Organize financial documents in a central location, manage the annual budget, monitor expenses, and maintain vendor relationships with regular reviews.
- Stakeholder Engagement/Management: Instruct stakeholders on distinguishing between requests and issues and manage them effectively.
- Risk, Audit, and Control Compliance: Proactively manage process risks and address any audit findings promptly.
- Team Management: Provide clear deliverables to the team, identify development needs, perform regular check-ins, and ensure compliance with mandatory training and leave.
