Senior IT Service Delivery Specialist

Client of ITHR 360° CONSULTING FZE; Dubai; On-site; AED 320,000 - 640,000; Full time

Job summary

Client of ITHR 360° CONSULTING FZE is seeking a highly experienced Senior IT Service Delivery Specialist to oversee IT service delivery across a multi-site enterprise. You will manage ITSM platforms, ITIL processes and governance, and coordinate with vendors, contracts and budgets to ensure high service quality and cost efficiency.

The role emphasizes hands-on ITSM expertise, operational governance, incident resolution, and driving continuous improvement through analytics, automation, and

Qualifications

• Bachelor's degree in Computer Science or related field.
• 10+ years of progressive IT service delivery, IT operations, or ITSM leadership.
• Experience in multi-site/enterprise IT environments and ITIL governance.
• Hands-on experience administering ITSM platforms and strong vendor management.

Responsibilities

• Oversee end-to-end IT service delivery ensuring SLAs and business alignment.
• Administer and optimize enterprise ITSM platforms and workflows.
• Govern ITIL processes including incident, change, problem, and asset management.
• Monitor performance, prepare dashboards, and drive cost optimization.
• Coordinate vendors, contracts, renewals, and financial administration.

Skills

IT Service Delivery

ITIL

Vendor Coordination

Stakeholder Management

Budget & Financials

Service Analytics

Automation & Workflows

Incident & Change Management

Education

Bachelor's degree in Computing/IT

Tools

ServiceNow

ManageEngine ServiceDesk Plus

Freshservice

Job description

Job Summary

We are seeking a highly experienced and results-driven Senior IT Service Delivery Specialist to oversee and continuously improve IT service delivery operations across a multi-site enterprise environment The successful candidate will be responsible for ensuring efficient delivery of IT services administering and optimizing enterprise IT Service Management ITSM platforms implementing ITIL best practices and managing IT assets software licences vendors contracts and IT financial processes This position requires a combination of hands-on technical ITSM expertise IT service delivery management operational governance vendor coordination financial administration and stakeholder management The ideal candidate will demonstrate a strong ability to leverage ITSM platforms service analytics workflow automation and established governance frameworks to enhance service quality improve user satisfaction control operational costs and drive continuous improvement

Key Responsibilities

1. IT Service Delivery ManagementOversee end-to-end IT service delivery ensuring alignment with business requirements operational priorities and agreed Service Level Agreements SLAs Act as the senior escalation point for critical IT service issues ensuring timely resolution and effective communication with stakeholders Coordinate major incident management service restoration root cause analysis and preventive action planning Conduct regular service delivery reviews with internal business units and IT stakeholders Identify service delivery gaps and implement corrective actions to improve operational efficiency Collaborate with infrastructure application security and support teams to ensure consistent service performance Maintain strong relationships with business stakeholders and ensure IT services meet operational expectations

2. ITSM Platform Administration and OptimizationTake ownership of the administration configuration maintenance and continuous improvement of the organization s enterprise ITSM platform Configure and optimize incident service request problem change and asset management workflows Develop and maintain service catalogues request forms approval workflows SLA configurations notifications dashboards and reporting structures Implement workflow automation and self-service capabilities to reduce manual intervention and improve service resolution times Ensure high data accuracy platform adoption and adherence to ITSM governance standards Coordinate ITSM platform upgrades integrations testing access management and vendor support Provide technical guidance and training to IT teams and end users on effective ITSM platform utilization Identify opportunities to improve ITSM processes through automation integrations and data-driven enhancements Relevant ITSM Platforms ServiceNow ManageEngine ServiceDesk Plus Freshservice Equivalent enterprise ITSM solutionsAdvanced hands-on experience in at least one enterprise ITSM platform is mandatory

3. ITIL Process Governance and ComplianceImplement manage and continuously improve ITIL-aligned IT service management processes Establish and maintain governance standards for Incident Management Service Request Management Problem Management Change Management Knowledge Management Service Level Management IT Asset Management Configuration ManagementMonitor adherence to established ITIL processes policies and service governance frameworks Facilitate problem reviews post-incident assessments and change governance activities Maintain comprehensive process documentation Standard Operating Procedures SOPs knowledge articles and service catalogues Support internal and external audits by ensuring the availability of accurate operational documentation Identify process inefficiencies and implement improvements based on ITIL best practices

4. Service Performance Monitoring and ReportingDefine monitor and evaluate IT service delivery Key Performance Indicators KPIs Track SLA compliance incident resolution performance service request backlogs recurring incidents customer satisfaction and vendor performance Develop operational dashboards management reports and service performance presentations Analyze ITSM data to identify recurring issues bottlenecks operational risks and improvement opportunities Recommend corrective measures and process enhancements based on performance trends Support management decision-making through accurate and timely reporting Identify opportunities for workflow automation resource optimization and operational cost reduction

5. IT Asset and Software Licence ManagementManage the complete lifecycle of IT hardware and software assets including procurement deployment assignment maintenance transfer reconciliation and disposal Maintain accurate IT asset inventories and configuration records within the ITSM platform Coordinate asset verification exercises periodic audits and inventory reconciliations Manage software licence entitlements allocations compliance renewals and utilization Identify unused or underutilized software licences and implement licence optimization initiatives Monitor asset warranties maintenance agreements and replacement requirements Coordinate asset tagging stock control secure disposal and financial write-off procedures Ensure IT asset management activities comply with internal governance and audit requirements

6. IT Vendor and Contract ManagementManage and maintain centralized records of IT vendors service providers contracts subscriptions and support agreements Track contract terms renewal dates licensing obligations contractual deliverables and vendor performance Monitor vendor compliance with agreed SLAs and contractual obligations Conduct vendor performance reviews and escalating service deficiencies when necessary Support contract negotiations and commercial evaluations by providing service performance and cost information Work closely with Procurement Finance and IT management to maintain effective vendor relationships and commercial controls

Qualifications and Experience

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.8 12 years of progressive experience in IT service delivery, IT operations, or IT service management.Proven experience working in a multi-site or enterprise IT environment.Advanced hands-on experience administering and configuring an enterprise ITSM platform such as ServiceNow, ManageEngine ServiceDesk Plus, Freshservice, or an equivalent solution.Strong practical knowledge of ITIL service management processes and operational governance.ITIL Foundation certification is mandatory.Demonstrated experience developing and managing ITSM workflows, service catalogues, dashboards, reporting structures, SLAs, and automation.Practical experience managing IT hardware assets and software licence lifecycles.Experience coordinating IT vendors, contracts, subscriptions, and renewals.Proven involvement in IT financial administration, including purchase orders, budget tracking, expense monitoring, and cost reporting.Experience managing service escalations, coordinating incident resolution, and conducting service performance reviews.Strong experience producing operational reports, maintaining process documentation, and supporting audit activities

Preferred Qualifications and Experience

Advanced or higher-level ITIL certification.

Experience with ITSM workflow automation and platform integrations.

Knowledge of Configuration Management Databases (CMDB) and configuration management processes.

Experience supporting ITSM platform upgrades, testing, and service improvement projects.

Exposure to enterprise IT service governance and operational transformation initiatives.

Experience implementing cost optimization initiatives related to IT assets, software licensing, or vendor contracts.