IT Service Delivery Specialist

Your Role
Mission
An IT Service Delivery Specialist focuses on managing the delivery of all Group IT services, ensuring that services meet agreed-upon Service Level Agreements (SLAs) and quality standards. They monitor service performance, handle business relationships, manage project timelines, and drive service improvements by analyzing data & processes for efficiency gains.

This position reports to the IT Manager-India & Bangladesh.

Job Description
The main responsibilities are:

• Ensure timely and effective delivery of IT services to meet business requirements.
• Gather feedback from users to improve service quality.
• Identify opportunities to improve service delivery efficiency and customer satisfaction.
• Work with service improvement plans (SIPs) to address recurring issues.
• Recommend automation or process enhancements.
• Ensure IT service delivery processes align with organizational policies and regulatory requirements.
• Oversee change, problem, and release management processes to minimize business impact.
• Act as the primary point of contact for business units regarding IT service performance.
• Ensure proper documentation of IT processes, policies, and knowledge base articles.
• Capture all demands coming up from various business units and take it up internally with respective stakeholders for delivering them back to business within stipulated time
• Should follow up with all the stakeholders for completing the assigned tasks and demands in time
• Timely response to the commnications received from business users pertaining to User's requests or IT issues
• Participate in small to medium size IT Infrastructure projects & global rollouts
• Advise customers and users on their IT needs and best practices
• Establish and maintain strong relationships with local business
• Continuous development and improvement of On-Site Support service delivery
• Continuous focus on customer satisfaction, compliance and standards
• Work with the Service Desk, Application Managers, IT Managers and other stakeholders using the ITIL methodology for IT Service Management

Location : Atlas Copco (India) Pvt Ltd, Pune
To succeed, you will need
Skills & Experience Requirement

• Communication, stakeholder management, analytical thinking, incident resolution, process improvement
• Extended experience of successfully delivering IT services support
• Proven track record of cultural awareness while collaborating with peers in the other regions.
• Working knowledge of value and use of Standard IT processes and methodologies (i.e. ITIL, PMI, ISO and SDLC)
• Excellent in collaboration with colleagues and all internal and external stakeholders
• Basic knowledge of Servers configuration, backup, Data Center infra, Networking, switching, LAN, WAN
• Should have used ITSM tools like Service Now, Remedy, Jira etc

Educational Requirements

• University degree or equivalent
• Certification within ITIL (Foundation) is a benefit
• Fluency in English, spoken and written is a must

Personality Requirements

• A customer centric individual who understands customers' needs and seeks to fulfil or exceed expectations
• A team player and natural diplomat who interacts and unites team members, customers, all stakeholders
• A methodic and structured achiever who can plan, organize, prioritize, assess, adapt and deliver the promise
• A resilient person who can cope with change in an ever faster moving digital landscape and who can spread this attitude of self-sufficiency
• An innovative "there is always a better way" person with a positive, flexible and responsive mindset who embraces and promotes the digital transformation (regardless of age)
• Open-minded with a global mindset, curious to understand and learn new perspectives
• A person who complies with our DNA => Commitment – Interaction – Innovation

In return, we offer you
What can you expect from us?
Drive your Career, Explore Opportunities, Realize your Passion . . .in a good working environment, opportunity to work on latest Information Technology Trends , work in global leading MNC in professional environment with lot of career opportunities.
We at Atlas Copco believe that there is always a better way. This spirit drives us to provide leading edge technology, innovative and sustainable products, as well as best in class service to our customers around the globe.
That's where you come in – we believe our people make it happen. We provide a collaborative, inclusive and flexible work environment along with competitive compensation and comprehensive benefits programs.
Start your journey today
City
Pune

Start a journey towards something greater
At Atlas Copco we believe in challenging the status quo, always looking for a better way. Our caring culture and leading-edge technology enable us to innovate for a sustainable future. With us you become part of a global community of passionate people making a tangible impact on people's lives.

We offer a wide range of interesting job roles and many opportunities to grow. This is where it begins – Join us at the Home of Industrial Ideas.