Senior IT Service Delivery Specialist

Our customer is hiring for the following role:

Scope Investment is a diversified investment group with operations across Retail and distribution, Food & Beverages, Real Estate, Healthcare and Automotive sectors. We are committed to building sustainable, well-governed, and high-performing businesses. Strong governance, risk management, and internal controls are core to how we operate.

The Senior IT Service Delivery Specialist will drive operational excellence and consistent delivery of IT services across the Group. The role will provide hands-on ownership of the IT service management platform, ITIL process governance, service performance, IT asset and software licence management, vendor management, and IT financial administration. The role will use service data, workflow automation and disciplined controls to improve service quality, user experience, cost management and operational transparency.

• . Manage end-to-end delivery of IT services in line with business requirements, operational priorities and agreed service levels.
• . Act as a senior escalation point for service issues, coordinate cross-functional resolution and ensure clear stakeholder communication.
• . Conduct service reviews with business units, manage expectations and translate service needs into practical improvement actions.
• . Coordinate major incident response, service recovery, root cause follow-up and preventive actions.

• . Own the administration, configuration, governance and continuous improvement of the ITSM platform.
• . Design and optimize workflows, forms, service catalogue items, SLAs, notifications, approval flows, automations, dashboards and reports.
• . Drive platform adoption, data quality, self-service and automation to improve resolution times and reduce manual effort.
• . Coordinate platform upgrades, integrations, testing, access controls, documentation and vendor support.
• . Provide guidance and training to IT teams and users on the effective use of the ITSM platform.

• . Implement and continually improve ITIL-aligned Incident, Request, Problem, Change, Knowledge, Service Level, Asset and Configuration Management processes.
• . Monitor process compliance, facilitate problem and post-incident reviews, support change governance and track corrective actions.
• . Maintain process documentation, operating procedures, service catalogues, knowledge articles and audit evidence.

• . Define and monitor KPIs, SLAs, backlog, customer satisfaction, recurring issues and supplier performance.
• . Prepare service dashboards and management reports highlighting trends, risks, exceptions and improvement priorities.
• . Use ITSM data to identify service bottlenecks, recurring demand, automation opportunities and cost optimization initiatives.

• . Manage the lifecycle of hardware and software assets from request and procurement through assignment, transfer, maintenance, reconciliation and disposal.
• . Maintain accurate asset and configuration records in the ITSM platform and coordinate periodic audits and validations.
• . Manage software licence entitlements, allocations, renewals, compliance and utilization, including licence reclamation and optimization.
• . Coordinate asset tagging, stock control, warranty tracking, secure disposal and finance write-off processes.

• . Maintain a centralized register of IT vendors, contracts, subscriptions, support agreements, commercial terms, owners and renewal dates.
• . Coordinate vendor onboarding, quotations, service reviews, renewals and required documentation.
• . Monitor vendor performance, SLA compliance, risks and contractual deliverables, escalating underperformance where required.
• . Support commercial evaluations and negotiations with service, usage, performance and cost information.

• . Raise and track purchase requisitions and purchase orders in line with approved budgets and procurement controls.
• . Maintain records of budgets, commitments, actual expenditure, accruals, renewals and forecasted spend.
• . Monitor budget versus actuals, investigate variances and prepare regular financial tracking reports.
• . Coordinate with Finance, Procurement, business units and vendors to resolve invoice, PO, allocation and payment issues.
• . Support annual budgeting,…