IT Service Delivery Officer
2 weeks ago
**Job Duties/Responsibilities will include**:
Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed for the optimum delivery of service
Review and optimize processes and procedures
Ensure that delivered services are fit for purpose, carrying out relevant reviews as necessary
Manage the services provided by vendors in line with defined service level agreements (SLAs), ensure that escalation protocols are in place
Responsible for end user Application support
Support Incident Management and IT in major incidents, clearly articulating business impact for the affected service(s) and acts as the primary contact and escalation point
Attend service reviews, ensuring key business points are discussed and actions agreed
Ensure that Incidents, Problems and Change are being logged, managed and resolved and that SLA's and measures are being adhered to and escalate where appropriate;
Implement and track Continual Service Improvement Plans to provide excellent service to the customer base
Work with internal governance and compliance teams to ensure that company standards are maintained for your customer service base
Become an advocate of the Service Delivery Management process across the whole organisation
Build and maintain customer relationships both internally and externally
Improve customer satisfaction according to agreed goals
Diploma Computer Science/IT
5 Years experience in IT Service Delivery
Certification in ITIL Service Management and Service Delivery modules
ICT International Certifications in Back Office and/or Networking (such as CCNA/E, MCSA/E)
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