Service delivery speciliat

POSITION PURPOSE

The Service Delivery Specialist (SDS) is responsible for ensuring the effective delivery of infrastructure and end-user technology services across Tech Services domains, including Data Center & Cloud Services, Network Services, and Employee Services, aligned with Group standards, SLAs, and customer expectations. The role acts as a central coordination and governance function across multiple technical service lines, ensuring end-to-end service performance, operational excellence, and continuous improvement within a shared services model.

SCOPE OF COVERAGE

The SDS provides service delivery oversight and coordination across the following Tech Services towers:

1. Data Center & Cloud Services (DCCS) - Infrastructure (Wintel, Linux, Virtualization, VMware) - Cloud platforms (AWS, Azure) - Backup, monitoring, patching, and DR readiness - Middleware and database services

2. Network Services - LAN/WAN, VPN, and connectivity services - Network monitoring and incident management (GNOC coordination) - Security access and network-related infrastructure support

3. Employee Services - Service Desk and End-user support operations - Workplace services (hardware, collaboration tools, identity/access) - Account lifecycle (onboarding/offboarding, IAM coordination) - Knowledge base and user support experience

KEY RESPONSIBILITIES

1. Service Delivery Governance - Drive adherence to SLAs, OLAs, KPIs across all Tech Services towers - Establish and maintain service delivery frameworks aligned with ITIL/CMMI - Monitor service performance and ensure compliance with global standards

2. Cross-Service Line Coordination- Act as the single point of coordination across all service towers - Ensure seamless handoffs between L1–L3 teams

3. Incident, Problem & Escalation Management - Lead coordination of major incidents (P1/P2) - Drive root cause analysis (RCA) and service restoration

4. Service Portfolio & SOW Management - Monitor Statement of Work (SOW) deliverables - Ensure services align with agreed scope

5. Performance Monitoring & Reporting - Track service metrics and provide reporting - Identify improvement opportunities

6. Client & Stakeholder Management - Act as primary contact for service delivery concerns - Facilitate governance and service review meetings

7. Continuous Improvement - Drive service standardization and automation opportunities

REQUIRED SKILLS & EXPERIENCE

Technical & Functional:

- Knowledge of Data Center & Cloud, Network, and Employee Services

- Familiarity with ITSM processes Service Delivery & Governance:

- Experience in multi-tower service delivery

- Strong SLA/KPI management skills Behavioral / Leadership:

- Strong coordination and stakeholder management - Analytical and problem-solving skills