Service Delivery Job Description

Service Delivery Job Description

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Service delivery provides subject matter expertise for ITIL processes such as Incident, Problem with strong attention to Change Management:.

Service Delivery Duties & Responsibilities

To write an effective service delivery job description, begin by listing detailed duties, responsibilities and expectations. We have included service delivery job description templates that you can modify and use.

Sample responsibilities for this position include:

Administration of Jira/ Confluence
Executing Service Delivery function Reviews to assess and evaluate compliance to Firmwide technology policies and standards via available frameworks & structures
Working alongside other technical and operational teams to support a collaborative approach to service delivery
Creation of OLA/SLA documents
Consistently ensuring service is meeting expectations and business needs through customer feedback cycles
Effective management of Major incident s and Problems impacting service
Provide support and cover all Service Management disciplines as required
Participate in cross-functional commercial forums addressing local key accounts, customers, vendors, emerging markets, service offerings, contract preparation
Be the regional anchor point for process and system improvements across the value chain
Monitor, analyze and report on the delivery and operational performance of the regional SCO unit based on the requirements in the business rules and operating level agreements

Service Delivery Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Service Delivery

List any licenses or certifications required by the position: ITIL, PMP, IAM, V3, PMI, ITSM, III, EMC, CISA, CISM

Education for Service Delivery

Typically a job would require a certain level of education.

Employers hiring for the service delivery job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Education, Computer Science, Business, Engineering, Technical, Management, Business/Management, Information Systems, MBA, Supply Chain Management

Skills for Service Delivery

Desired skills for service delivery include:

ITIL processes
Microsoft Office Products
ITIL
Organization
Relevant security and employment legislation
Processes and customers
Sales process
ESM software
Excel
Administration

Desired experience for service delivery includes:

Manage network and VLAN configurations associated with virtual server environments in the cloud
Setting up VPCs and server security controls (local server firewalls) in the cloud
Researches, recommends, and/or implements system enhancements that improve server/OS/application reliability, security, and performance
Post Secondary Diploma/Certificate recommended
Experience in Application Management or Service Level Management
Excellent service delivery and operational skills

Service Delivery Examples

1

Service Delivery Job Description

Job Description Example
Our company is growing rapidly and is looking for a service delivery. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service delivery
  • You are accountable for establishing and maintaining relationships between customers, external suppliers and GiS SSO for effective and efficient service delivery
  • You are responsible for managing supplier relations and contracts for regional/local suppliers in line with GiS standards and procedures
  • You advise and challenge the business to translate functional needs to a change requests and challenge provider solutions for all supporting services (Foundation, Hosting, TAM, FAM, Workplace and Service Desk)
  • You monitor the quality of the delivered services
  • You receive complaints from business and facilitates follow-up and improvements and communicates feedback to requesters
  • You are responsible for producing, managing, controlling and reporting on the status of the Regional GiS Run & Maintain budget
  • You monitor costs of ICT coordinator services and regional/local services, projects and changes within agreed budget
  • You arrange regular service reviews with the customer reporting on performance of services delivered by Run & Maintain
  • You take care that DSM guidelines, policies and baselines are known and are followed by our customers, service providers our internal GiS SSO Run & Maintain department
  • You liaise with Service Delivery Managers to ensure that common issues are communicated
Qualifications for service delivery
  • Leadership - inspiring others to create a vision and strive to achieve goals
  • Good communication - ability to provide valuable information related to project status in a timely and effective manner
  • Sound administrative skills including attention to detail and accuracy
  • Able to liaise with business technical personnel to produce solutions acceptable to all parties
  • Master’s degree in Business, Supply Chain or Engineering
  • Minimum 7 years in supply chain including cross-functional process improvement and/or cross-functional stakeholder management position with project management experience
2

Service Delivery Job Description

Job Description Example
Our company is looking to fill the role of service delivery. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for service delivery
  • You are accountable for the performance management of ICT-Coordination staff for the region
  • You ensure that BG’s/sites allocate resources on site to perform local ICT activities according agreed SLA’s with GiS SSO
  • You review and improve performance of local ICT services
  • Act as the primary service management contact for the customer
  • Ensure all engagements drive the customers experience in line with the customer contracted services, managing customer expectations at all times
  • Undertake the management and oversight of the Service Levels in accordance with Service Level Agreement including attending relevant key Customer Third Party Provider service meetings as requested by the Customer
  • To Co-ordinate experience and satisfaction surveys with the Customer
  • Act as the escalation point within the business for the customer
  • Co-ordination and execution of monthly, quarterly and annual Service Review Meetings in accordance with the provisions of Service Level Agreement and Service Schedule
  • Generate a weekly management summary on delivery against Services in accordance with the Service levels and applicable schedules
Qualifications for service delivery
  • ADP Connection
  • You hold a technical diploma in a related field
  • Desktop support experience working specifically with hardware and software support
  • Ability to work effectively in a fast-paced team environment independently
  • Excellent verbal and written communication skills with the ability to communicate effectively with management
  • General network and/or workplace knowledge
3

Service Delivery Job Description

Job Description Example
Our company is looking to fill the role of service delivery. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for service delivery
  • Provide on-going analyse of reports, performance and trends, generating appropriate and timely recommendations and stating risks to both the customer and the business
  • Regularly review and maintain the Service Order Schedules ensuring they are accurate and any amendments have been accepted by both the customer and the business at all times
  • Service Level compliance monitoring, ensuring risks or potential breaches are flagged to the business in advance along with recommendations to mitigate or resolve
  • As required ensure a Service Improvement Plan (SIP) is in place to address any risks relating to delivery of service in line with the Schedules and the Service levels
  • As appropriate develop a Continuous Service Improvement Plan (CSIP)
  • Monitoring of on-going related out-of-service-scope activities and projects ensuring an overall view of the customer experience and service is maintained at all times
  • Maintenance of all documentation and procedures relating to all aspects of all Services provided to the Customer in accordance with this Service Order Schedules
  • Support of added plugins
  • Provide Enterprise support and sometimes make recommendations
  • Provide support with development of new solutions
Qualifications for service delivery
  • Knowledge about project management, PMP basis knowledge
  • Knowledge of business needs and practices related to the usage of ICT services, applications and tools
  • Knowledge of cost-control and tariff systems
  • Knowledge of the DSM businesses, geographical spread, functional and geographical relations, site details
  • Knowledge of applications and (possible) infrastructural impacts
  • Team player who fosters teamwork in a global, multicultural and virtual context
4

Service Delivery Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of service delivery. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service delivery
  • Assist with creating new processes and Workflow Creation
  • Create Jira Dashboards
  • Answer Jira/Confluence Support Tickets
  • Provide reports on ticket usage
  • Operations and Support - Responsible for the ongoing operation and maintenance of applications for the assigned IT functional areas
  • Contributes to the identification and implementation of means to improve the qualities and efficiencies of IT processes, systems, and results
  • Keeps abreast of current technologies and professional concepts as it relates to the assigned IT functional area
  • Deliver to contracted SLA, KPI and PI’s
  • Contracted service delivered within budget
  • Reduce or minimise the risk of service credits through the use of CSIP and Risk management
Qualifications for service delivery
  • Commercial attitude and able to stand firm
  • At least 4 years of experience in a service delivery function
  • Experience in the field of technical infrastructure and global business applications
  • Preferably experience in an international environment
  • Experienced in managing and motivating a team of ICT support staff
  • Familiarity with IT and SDLC is a plus
5

Service Delivery Job Description

Job Description Example
Our growing company is looking to fill the role of service delivery. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for service delivery
  • Drive activities to appropriate location (in-house, onshore or offshore)
  • Key escalation point for North American business hours into Vendor Command Centre
  • Provide strong people management / leadership to both internal and external teams (Third Parties) who are responsible for the overall monitoring and response to XL Catlin Infrastructure issues
  • Day to day activities include monitoring and reviewing service delivery, responding to escalations from the team, the business and/or Third Parties
  • Management of Third Parties and delivery of service against agreed SLA including escalations, dashboard and detailed reporting and service reviews
  • Allocate and manage the list of Operational Owners (they take responsibility for ensuring that the production environment is operating optimally at all times, and that it is properly managed and monitored)
  • Ensure operational documentation is maintained
  • Work with the Infrastructure teams to organize appropriate technology updates / future state sessions
  • Perform gatekeeper role as service is transitioned into production – ensure handover comprehensive including knowledge transfer and transition completed successfully
  • Feed into Major Incident Management and Problem Management processes (owned by Service Management) and ensure adherence within Infrastructure
Qualifications for service delivery
  • Strong business process analysis and problem skills required
  • Experience in supporting Sailpoint IAM and SSO architectures
  • Sailpoint IAM domain experience in areas such as identity management, provisioning, authentication, authorization, certification/governance, monitoring along with experience in security best practices
  • Effective communication and negotiations skills at all levels, from front line engineers to executive level along with the ability to influence a client
  • Fluent German language skills will be required
  • Commercial and business acumen is an asset

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