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Service Delivery Specialist job analysis
Job Overview:
A Service Delivery Specialist is responsible for ensuring the smooth delivery of IT services, meeting service-level agreements (SLAs), and maintaining a high level of customer satisfaction. The role involves coordinating with teams to resolve issues, tracking performance, and optimizing processes.
Key Responsibilities:
Service Delivery Management:
- Monitor and track the delivery of IT services to ensure SLA compliance.
- Act as a liaison between clients and internal teams to ensure expectations are met.
- Resolve incidents and service requests efficiently.
Performance Monitoring:
- Track service performance metrics and generate reports for stakeholders.
- Identify recurring issues and collaborate with technical teams for resolution.
Customer Relationship Management:
- Address customer inquiries, complaints, and escalations promptly.
- Communicate service updates and performance reports to stakeholders.
Process Improvement:
- Analyze service delivery processes and recommend improvements.
- Ensure adherence to ITIL-based practices, including incident, change, and problem management.
Documentation and Reporting:
- Maintain accurate records of service delivery performance and incidents.
- Provide detailed service reports to management.
Daily Tasks:
- Monitor open incidents and escalate unresolved issues.
- Update customers and stakeholders on service status.
- Track SLA performance and produce daily or weekly reports.
- Collaborate with IT teams to resolve incidents and service gaps.
- Participate in service review meetings with stakeholders.
Skills:
1. Computer Skills:
- ITSM Tools: ServiceNow, Freshservice, BMC Remedy.
- Reporting Tools: Microsoft Excel, Tableau, Power BI.
- Familiarity with monitoring tools for service performance.
2. Language Skills:
- Strong verbal and written communication in English.
- Ability to create service performance reports and communicate technical details effectively.
3. Job Technical (Functional) Skills:
- Understanding of ITIL processes (incident, problem, and change management).
- Knowledge of service-level agreements (SLAs) and performance monitoring.
- Data analysis to identify trends in service delivery performance.
4. Interpersonal Skills:
- Customer Service: Addressing client issues and ensuring satisfaction.
- Communication: Coordinating between teams and explaining service updates.
- Problem-Solving: Identifying root causes of service failures and driving resolutions.
- Time Management: Meeting service deadlines and prioritizing critical tasks.
Job Specifications:
- Education: Bachelor’s degree in IT, Business Administration, or related field.
- Experience: 2–4 years in IT service delivery, support, or customer-facing roles.
- Certifications: ITIL Foundation certification preferred.
Performance Metrics:
- SLA compliance percentage.
- Incident response and resolution time.
- Customer satisfaction score (CSAT).
- Reduction of recurring service issues.
Work Environment:
- Office-based, with occasional client visits.
- Requires coordination with technical teams, vendors, and clients.