Specialist Service Delivery

Role Summary / Job Purpose:

Role is primarily customer-facing and strategically oriented, ensuring that service delivery processes not only meet SLAs but also advance client business objectives and long-term goals. Operating with a high degree of autonomy, the Specialist Service Delivery manages complex service environments and converts operational insights into clear, actionable recommendations for senior leadership. The position is accountable for maintaining service delivery and support processes that consistently deliver exceptional client service in a cost-efficient manner.

Key Responsibilities:

• Client & Stakeholder Management: Acts as the primary liaison for clients and internal stakeholders, ensuring service expectations are clearly defined, communicated, and consistently met. Builds and sustains long-term client relationships through proactive engagement.
• Service Delivery & Operational Oversight: Leads end-to-end service execution in alignment with contractual SLAs, KPIs, and business impact metrics such as customer retention, revenue assurance, and operational continuity.
• Dispatch Services Management: Oversees dispatch operations across APAC, EMEA, and AMER regions, including timely assignment of field engineers and service personnel, and optimizing dispatch workflows.
• Performance & Quality Assurance: Monitors service metrics, manages escalations and critical incidents, and drives continuous improvement through structured resolution plans and root cause analyses.
• Staff Augmentation Lifecycle Management: Oversees talent acquisition, onboarding, contracting, compliance, performance oversight, and offboarding.
• Financial Management: Responsible for budgeting, cost control, and margin optimization, with collaboration with finance teams on invoicing and financial compliance.
• Reporting & Executive Communication: Prepares and presents service performance reports to senior leadership and clients.
• Workforce Planning & Vendor Governance: Forecasts resource needs across geographies and time zones, defines sourcing strategies, and manages vendor performance through SLAs and dashboards.

Required Skills:

• Expertise in Service Delivery management frameworks (e.g., ITIL).
• Strong analytic, leadership, presentation, conflict resolution, and decision-making abilities.
• Exceptional communication and interpersonal skills.

Tools / Systems / Technical Knowledge:

• Proficiency in team management tools (e.g., ServiceNow, Jira, Microsoft Project).

Decision-Making Authority:

• Authorized to make operational decisions to meet SLA and service commitments.
• Decides on incident prioritization, escalation, and resource allocation.
• Approves temporary workarounds to ensure service continuity.
• Takes risk-based decisions within contractual and policy boundaries.
• Coordinates with stakeholders and seeks approvals only for exceptions.
• Accountable for service outcomes and customer impact.

Problem-Solving Complexity:

• Handles multi-stakeholder, cross-functional issues with competing priorities.
• Makes time-critical decisions under SLA, contractual, and financial constraints.
• Focuses on root-cause analysis, not just symptom resolution.
• Operates effectively with ambiguity and incomplete information.
• Balances service quality, cost, and risk in every decision.
• Manages escalations while maintaining customer confidence.
• Drives preventive and continuous improvement actions.

Stakeholder Management / Influence:

• Interacts with major stakeholders for the role.
• Client-facing role.
• Influences peers, cross-functional teams, and leadership.

Education & Certification Requirements:

• Bachelor's degree or equivalent academic credentials.
• Demonstrated success in client engagement, strategic leadership, and complex problem-solving across diverse environments.
• Strong command of project management, financial oversight, and budget planning.
• Robust technical foundation in IT infrastructure and emerging technologies.
• Exceptional communication skills in English (CEFR Level C2), both written and verbal.
• Proficient in Microsoft Outlook and Office suite.
• Flexibility to operate across global time zones and travel with minimal notice, as required by business needs.
• Proven ability to translate operational performance into business impact metrics and lead transformation initiatives that improve client outcomes.

Experience Requirements:

• 3-6 years of progressive experience in IT Service Delivery Management, with deep expertise in ITIL methodologies and service management frameworks.
• Strong command of project management, financial oversight, and budget planning.
• Robust technical foundation in IT infrastructure and emerging technologies.