Service Delivery Professional
We seek an experienced Service Delivery Professional to oversee the delivery of IT services from external vendors.
As a key member of our team, you will ensure strict adherence to service level agreements and foster a collaborative partnership.
You will define, implement, and enforce service level agreements and key performance indicators for both application management services and evolution services. Your goal is to drive continuous service improvement and measurable results.
Key responsibilities include:
* Serving as the primary point of accountability for supplier service delivery.
* Defining, implementing, and enforcing SLAs and KPIs for AMS and Evolution services.
* Championing standardized AMS practices.
* Leveraging IT Service Management tools to support standardized processes and reporting.
Requirements:
* Bachelor's degree in IT, Business, or a related field, or equivalent professional experience.
* Minimum of 3 years of experience in IT Service Management and managing external IT service providers.
* Strong practical knowledge of ITIL v4 and its application in service delivery.
* Demonstrable experience with SLA/KPI management, performance reporting, and contract/SoW oversight.
* Familiarity with IT Service Management tools, particularly ServiceNow, is highly advantageous.