Service Delivery Specialist

Duties and Responsibilities:

• Develop and negotiate Service Level Agreements (SLAs) in collaboration with stakeholders.
• Conduct periodic evaluations and adjustments of SLAs to ensure alignment with client needs.
• Translate customer requirements into actionable directives for the Service Delivery team.
• Handle and resolve escalations promptly and effectively with a focus on client satisfaction.
• Provide regular updates to clients on ongoing activities such as incident resolution, service requests, and change management.
• Generate detailed reports on service delivery performance for internal and client review.
• Cultivate and sustain strong client relationships through proactive communication and exceptional service delivery.
• Ensure that all services meet quality standards outlined in SLAs.
• Manage service delivery lifecycle aligned with business strategy development.
• Identify and address operational issues based on client feedback, implementing solutions to optimize service delivery.

Qualifications: A. Minimum Education:

• Graduate of any four- or five-year collegiate course, preferably in Information and Communication Technology (ICT).

B. Minimum Experience/Training:

• At least 2 years of experience as a technical support engineer preferred.
• At least 2 years of customer-facing service delivery management or project management experience preferred.
• Fresh graduates are encouraged to apply.
• Experience in ICT Project Management and/or Service Management is advantageous.
• ITIL certification is preferred.

C. Competency:

• Basic ICT knowledge, including network and information security concepts, is beneficial.