The IT Service Delivery Executive oversees IT service delivery to meet business needs and performance standards, coordinating with internal teams and external clients. Responsibilities include managing IT systems, SLAs, and improving service processes. They also handle logistics, engineer scheduling, ticket assignments, email responses, and collaborate with departments like sales and procurement.
Key Responsibilities
Service Delivery Management:
• Ensure IT services are delivered effectively and efficiently to meet or exceed SLAs.
• Monitor service performance and address any issues or outages promptly.
• Coordinate with IT teams and other departments to resolve service-related issues.
Client & Relationship Management:
• Act as the primary point of contact for clients regarding IT service delivery.
• Maintain strong relationships with clients, understanding their needs and ensuring their satisfaction.
• Regularly communicate with key contacts to provide updates on service performance and any issues.
Incident & Problem Management:
• Manage and resolve IT incidents and problems in a timely manner.
• Conduct root cause analysis to prevent recurrence of issues.
• Develop and implement strategies for improving incident and problem management processes.
• Prepare and present regular reports on service delivery performance.
• Maintain accurate documentation of service delivery processes, incidents, and resolutions.
• Ensure all documentation is up-to-date and easily accessible.
Project Management:
• Lead or participate in IT projects related to service delivery improvements.
• Ensure projects are delivered on time, within scope, and within budget.
• Coordinate with project teams to ensure successful project outcomes.
Logistics & Scheduling:
• Manage logistics and schedules for IT service delivery.
• Schedule and dispatch engineers to client sites as needed.
• Ensure optimal utilization of engineering resources and timely service delivery.
Ticket Management & Communication:
• Assign tickets to customers and ensure they are addressed promptly.
• Monitor ticketing systems and prioritize tickets based on urgency and impact.
• Reply to emails from clients and internal teams, providing timely and accurate information.
• Maintain clear and professional communication channels with clients and internal teams.
Experience:
• Minimum of 3-5 years of experience in IT service delivery or a similar role.
• Proven experience in managing IT services in a client-focused environment.
• Experience with ITSM tools and practices.
• Knowledge of regions within Dubai.