Service Delivery Specialist

Job Overview

We are seeking an experienced Service Delivery Specialist to join our team on a contract basis in Doha, Qatar, for a duration of one year. The ideal candidate will have 8-10 years of relevant experience and will be responsible for overseeing IT support service delivery ensuring high quality, efficiency, and user satisfaction.

Key Responsibilities

• Lead the management and coordination of IT support services delivered to business users ensuring operational excellence.
• Implement service improvement strategies to enhance overall service quality.
• Monitor, analyze, and report on SLA and KPI compliance, ensuring all service requests and incidents meet agreed timelines.
• Identify incident trends and deploy corrective actions to optimize service performance.
• Supervise daily service desk functions, ensuring efficient ticketing, prioritization, escalation, and resolution workflows.
• Drive enhancements in service desk procedures and improve customer experience through metric analysis.
• Conduct root cause analyses for recurring incidents and develop preventative measures to minimize disruptions.
• Lead continuous service improvement initiatives aligning with operational goals.
• Collaborate with technical teams and external vendors to resolve complex operational challenges.
• Champion ITSM principles and ITIL best practices, maintaining consistent adherence across processes.
• Develop and maintain operational policies, standard operating procedures, and governance frameworks.
• Support the creation of IT service policies and operational standards to ensure efficient service delivery.

Preferred Qualifications and Skills

• Extensive experience in Service Delivery Management with a strong focus on ITSM.
• Deep familiarity with ITSM platforms and related processes.
• Minimum ITIL Foundation certification; ITIL Intermediate or Managing Professional certifications preferred.
• Exceptional problem-solving and analytical capabilities.
• Proficient in managing stakeholder relationships and vendor interactions.
• Demonstrated leadership experience managing Service Desk and End-User Support teams.

Core Competencies

• Excellence in Service Delivery execution.
• Effective SLA and KPI management skills.
• Expertise in ITIL and ITSM frameworks.
• Ability to perform thorough root cause analyses.
• Commitment to continuous service improvement.
• Strong customer experience orientation.
• Leadership and team management capabilities.
• Robust problem-solving skills.