Service Delivery Specialist job analysis

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 بسم الله الرحمن الرحيم

التحليل الوظيفى 

TOR

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:

  1. 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.

  2. Performance Monitoring:

    • Track service performance metrics and generate reports for stakeholders.
    • Identify recurring issues and collaborate with technical teams for resolution.

  3. Customer Relationship Management:

    • Address customer inquiries, complaints, and escalations promptly.
    • Communicate service updates and performance reports to stakeholders.

  4. Process Improvement:

    • Analyze service delivery processes and recommend improvements.
    • Ensure adherence to ITIL-based practices, including incident, change, and problem management.

  5. 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.

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