Senior IT Service Delivery Specialist

About the role

The Senior IT Service Delivery Specialist will drive operational excellence and ensure consistent delivery of IT services across the Group. This role owns the ITSM platform, ITIL governance, asset and licence management, vendor relations, 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 processes such as Incident, Request, Problem, Change, Knowledge, Service Level, Asset and Configuration Management.
• Define and monitor KPIs, SLAs, backlog, customer satisfaction and supplier performance; prepare dashboards and reports.
• Oversee the full lifecycle of hardware and software assets, maintain accurate records, and manage software licence compliance and optimisation.
• Maintain a central register of IT vendors and contracts, monitor performance, and support commercial negotiations.
• Handle IT financial management: raise purchase requisitions, track budgets, monitor spend versus forecast, and produce financial reports.
• Ensure compliance with policies, support audits, and drive continual 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 (ServiceNow, ManageEngine ServiceDesk Plus, Freshservice or equivalent).
• Strong practical knowledge of ITIL processes; ITIL Foundation certification required.
• Proven experience in asset lifecycle, software licence, vendor contract, and IT financial administration.

Required skills

• ServiceNow
• ManageEngine ServiceDesk Plus
• Freshservice
• ITIL
• ITSM platform configuration and automation
• CMDB / configuration management