Senior IT Service Delivery Specialist

About the role

The Senior IT Service Delivery Specialist will lead operational excellence and consistent delivery of IT services across the Group. You will own the ITSM platform, drive ITIL process governance, manage assets, vendors and financial administration, and use data‑driven automation to improve service quality and cost efficiency.

Key responsibilities

• Manage end‑to‑end delivery of IT services, act as senior escalation point and coordinate cross‑functional incident resolution.
• Own administration, configuration and continuous improvement of the enterprise ITSM platform, including workflows, catalogs, SLAs and dashboards.
• Implement and improve ITIL‑aligned Incident, Request, Problem, Change, Knowledge, Service Level, Asset and Configuration Management processes.
• Define and monitor KPIs, SLAs, customer satisfaction and supplier performance; produce dashboards and management reports.
• Oversee the full lifecycle of hardware and software assets, maintain accurate CMDB records and ensure licence compliance.
• Maintain a centralized register of IT vendors and contracts, monitor performance and support commercial negotiations.
• Raise and track purchase requisitions, maintain budget records, monitor spend versus budget and prepare financial reports.
• Ensure compliance with policies, security standards and audit requirements; drive continual improvement initiatives.

Required profile

• Bachelor’s degree in Computer Science, IT, Engineering or related field.
• 8–12 years progressive experience in IT service delivery, operations or service management in a multi‑site environment.
• ITIL Foundation certification (higher‑level certification preferred).
• Hands‑on experience with enterprise ITSM platforms such as ServiceNow, ManageEngine ServiceDesk Plus or Freshservice.

Required skills

• ServiceNow, ManageEngine ServiceDesk Plus, Freshservice
• ITIL process implementation and governance
• IT asset lifecycle and software licence management
• Vendor and contract management
• IT financial administration and budgeting
• Workflow automation, CMDB and ITSM integrations