Senior IT Service Delivery Specialist

About the role

The Senior IT Service Delivery Specialist will drive operational excellence and consistent delivery of IT services across Scope Investments. The role owns the IT service management platform, ITIL process governance, service performance, asset and licence management, vendor management and financial administration.

Key responsibilities

• Manage end‑to‑end delivery of IT services, act as senior escalation point and conduct service reviews with business units.
• Own administration, configuration and continuous improvement of the ITSM platform, including workflow design, automation, dashboards and upgrades.
• 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; prepare dashboards and reports.
• Manage the full lifecycle of hardware and software assets, maintain accurate CMDB records and ensure licence compliance.
• Maintain a central register of IT vendors and contracts, monitor performance and support commercial negotiations.
• Handle IT financial administration: raise purchase orders, track budgets, monitor spend versus forecast and produce financial reports.
• Ensure compliance with policies, security standards and audit requirements while driving continuous improvement initiatives.

Required profile

• Bachelor’s degree in Computer Science, IT, Engineering or related field.
• 8‑12 years of progressive experience in IT service delivery, operations or service management in a multi‑site environment.
• Advanced hands‑on experience with an enterprise ITSM platform (e.g., ServiceNow, ManageEngine ServiceDesk Plus, Freshservice).
• ITIL Foundation certification required; higher‑level certification preferred.
• Proven experience in asset lifecycle, software licence, vendor contract management and IT financial administration.

Required skills

• ServiceNow or equivalent ITSM platform configuration and administration.
• ITIL process implementation and governance.
• CMDB / configuration management.
• Automation of workflows and reporting.
• IT asset and software licence management.
• Vendor and contract management.
• IT financial tracking and budgeting.