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IT Service Delivery Specialist

  • Location:

    Test, Ireland

  • Sector:

  • Job type:


  • Contact:

    James Bowles

  • Job ref:


  • Published:

    8 months ago

Role: IT Service Delivery Specialist

Key Responsibilities

  • Support and assist the CIO in day-to-day management of SLAs
  • Create metrics for reporting the management and effectiveness of SLAs, as well as for compliance with established organisational needs and requirements
  • Monitor SLA performance and KPIs compared to desired and agreed performance levels
  • Provide recommendations based on analysis of trending information and assist in SLA change management activities, including follow-up checks for corrective actions
  • Assist in developing and implementing policies and procedures where SLAs are concerned
  • Establish and maintain regular communications with the organisation’s executives, department heads, and end users regarding SLA activities and changes
  • Oversee continuous service level improvement initiatives associated with core processes and mission-critical systems


Qualifications & Skills

  • Minimum 3 years’ experience in a service level management capacity, including all aspects of SLA development and execution
  • Bachelor’s Degree in related field is preferable but not required
  • Strong knowledge of ITIL is highly desirable
  • Strong technical skills, including ability to understand, process, analyze and report service metrics
  • Ability to deal tactfully with people in various seniority levels
  • Ability to work under pressure, formulate and articulate solutions and defend assumptions
  • Intermediate experience with MS Outlook, MS Word, and MS Excel
  • Show distinct strategic and critical thinking, work through ambiguity and pay attention to detail
  • Highly self-motivated and feature the ability to work independently