Service Delivery Specialist Onsite

Job Role:

Service Delivery Specialist

Experience:

8-10 years

Location:

Qatar (Onsite) Duration: 1 year

Key Responsibilities:

Service Delivery Management:

• Lead and manage the delivery of IT support services to business users.
• Ensure service quality, user satisfaction, and operational efficiency.
• Develop and implement service improvement initiatives.

• Monitor and report on SLA and KPI performance.
• Ensure incidents, service requests, and problems are managed within agreed service levels.
• Identify trends and implement corrective actions to improve service performance.

• Supervise daily service desk operations.
• Ensure efficient ticket handling, prioritization, escalation, and resolution processes.
• Improve service desk workflows and customer experience.
• Analyze support metrics and recommend service enhancements.

• Lead root cause analysis activities for recurring incidents.
• Implement preventive measures to reduce service disruptions.
• Drive continual service improvement initiatives across the department.
• Coordinate with technical teams and vendors to resolve complex operational issues.

• Ensure full adoption and adherence to ITSM processes and ITIL best practices.
• Develop and maintain operational policies, SOPs, and governance procedures.
• Contribute to the development of IT service policies, procedures, and operational standards.

• Strong Service Delivery Management experience.
• Deep understanding of ITSM platforms and processes.
• ITIL Foundation certification (minimum); ITIL Intermediate/Managing Professional preferred.
• Excellent problem-solving and analytical skills.
• Strong stakeholder and vendor management capabilities.
• Experience managing Service Desk and End-User Support operations.

• Service Delivery Excellence
• SLA & KPI Management
• ITIL & ITSM Expertise
• Root Cause Analysis
• Continuous Service Improvement
• Customer Experience Management
• Team Leadership
• Strong Problem-Solving Skills