IT Service Delivery Specialist

Position Overview

This role represents a critical technical resource within an international, client-focused setting. The IT Service Delivery Specialist ensures the stability and optimal performance of essential IT infrastructures and software solutions. Operating across multiple time zones and regions, the position encompasses complex troubleshooting, infrastructure support upgrades, and compliance adherence with global data security standards. It suits professionals who excel in dynamic environments, enjoy tackling complex issues, and value collaboration with international teams. The role also offers insight into healthcare technologies and global operational environments, directly impacting client satisfaction and service quality.

Key Responsibilities

• Deliver Tier 2 technical support to customers and international partners, addressing intricate problems involving networking, databases, storage, software, and system integrations.
• Act as a dependable technical advisor throughout customer engagements, facilitating software updates, server migrations, and infrastructure enhancements.
• Coordinate with after-hours support teams to ensure prompt resolution of urgent issues and uninterrupted service delivery.
• Provide guidance on IT infrastructure design, capacity planning, and deployment needs for enterprise software projects.
• Maintain compliance with international data privacy and security regulations such as GDPR and other relevant frameworks.
• Advise on and support disaster recovery plans and backup strategies tailored to regional requirements and operational risks.
• Conduct technical training workshops to enhance customer and partner proficiency and operational effectiveness.
• Collaborate with cross-functional teams to oversee support duties, document processes, and drive continual improvements in service provisions.

Candidate Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field; equivalent professional experience accepted.
• At least 4 years’ experience in IT infrastructure support or related technical delivery roles.
• Experience supporting international clients or working in customer-facing technical positions is strongly preferred.
• Background in healthcare IT is advantageous.
• In-depth knowledge of networking, databases, storage systems, enterprise software maintenance, and HL7 connectivity.
• Proven track record in managing software upgrades, server migrations, and infrastructure projects.
• Familiarity with SQL, SQLite, JavaScript, and Mirth Connect in support or system integration settings.
• Knowledge of virtualization platforms such as VMware, Hyper-V, or Citrix is a plus.
• Understanding of international regulatory compliance (GDPR, HIPAA, etc.).
• Strong problem-solving, analytical skills, and the ability to perform reliably under pressure.
• Effective communication skills capable of conveying technical ideas to diverse audiences across cultures.
• Ability to manage multiple tasks independently and collaboratively.
• Willingness to travel internationally up to 30% and operate overnight shifts to support global operations.
• Dependable high-speed internet access and stamina for extended computer-based work.

Compensation and Work Environment

• Competitive salary range of $77,000 to $100,000 USD per year, based on experience and credentials.
• Work within a collaborative, multinational team supporting a global customer base.
• Exposure to cutting-edge healthcare IT solutions and large-scale enterprise infrastructures.
• Opportunities for career growth via participation in complex technical projects and cross-functional initiatives.
• Chance for international travel and working with diverse stakeholders worldwide.
• Dynamic and inclusive workplace culture promoting continuous learning and professional advancement.
• A workplace valuing integrity, accountability, service quality, and teamwork.