Service Delivery Specialist

psd group; Manchester; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player in air transport technology is seeking a dynamic Service Delivery Specialist for a 6-month contract at Manchester Airport. This role involves supporting the end-to-end service delivery process, ensuring exceptional customer experiences, and fostering strong relationships with clients. The ideal candidate will have 1-2 years of experience in a service delivery role, a basic understanding of ITIL processes, and excellent communication skills. Join a forward-thinking company that values high-quality service and offers a path to a permanent position. If you're passionate about making a difference in service delivery, this opportunity is for you.

Qualifications

• 1-2 years in service delivery with IT service management principles.
• Excellent communication and analytical skills are essential.

Responsibilities

• Support service delivery processes and ensure customer satisfaction.
• Monitor service performance and manage incidents effectively.

Skills

Service Delivery

Communication Skills

Analytical Skills

Problem-Solving

Attention to Detail

Customer Service

Education

ITIL Foundation Certification

Tools

ServiceNow

Jira

Zendesk

Excel

Job description

Service Delivery Specialist

Location: Manchester Airport

Day Rate: Negotiable (INSIDE IR35)

Duration: 6 Months

Availability: ASAP

About the Client

My client is the air transport industry's IT provider, delivering solutions for airlines, airports, aircraft, and governments. Their technology powers more seamless, safe, and sustainable air travel.

They are looking to hire a Service Delivery Specialist on an initial 6-month contract, with a view to convert to a permanent role.

About the Role

Reporting to the Service Delivery Manager you will be responsible for supporting the end-to-end service delivery process to meet and exceed customer expectations.

As a Service Delivery Specialist, your goal will be to advise and guide customers on standard Service Management activities leading to client success throughout the customer relationship lifecycle.

A key aspect of the role would be to form a relationship of trust with customers, anticipate needs, and act with agility and flexibility in the face of any situation that may arise.

Key Duties:

1. Service Monitoring and Support: Assist in monitoring service performance, tracking key metrics, and ensuring services meet customer expectations.
2. Incident and Problem Management: Work with the Service Delivery team to help identify, log, and resolve incidents in a timely manner, coordinating with relevant teams for escalation if necessary.
3. Client Interaction: Maintain regular communication with clients and address concerns with support.
4. Documentation and Reporting: Assist with service performance reports, maintain service records, and assist in updating documentation related to service delivery processes.
5. Support Change Management: Assist with implementing changes to services and processes, ensuring minimal disruption to clients and effective communication.
6. Request Fulfilment: Handle, validate, and fulfil IT service requests and managing the lifecycle.
7. Asset Management: Overseeing the lifecycle of IT assets.

What we are looking for

Experience:

1. 1-2 years of experience in a service delivery role.
2. Basic understanding of IT service management principles and ITIL processes.
3. Excellent verbal and written communication skills, with the ability to work effectively with clients and cross-functional teams.
4. Strong analytical and problem-solving skills, with a proactive approach to addressing issues.
5. Good attention to detail and ability to manage multiple tasks effectively.
6. Passionate about delivering high-quality service and creating positive customer experiences.

Preferred Skills:

1. Familiarity with service management tools (e.g., ServiceNow, Jira, Zendesk).
2. A good understanding of SLA/KPI tracking and reporting.
3. Knowledge of ITIL framework or IT service management certification (e.g., ITIL Foundation).
4. Able to work onsite 5 days a week.
5. Good Excel skills.

Desired skills but not essential:

1. Knowledge of the Airline industry.
2. Knowledge of Service Now.

Candidates must be willing to work 5 days per week on site at Manchester.

Seniority level

Mid-Senior level

Employment type

Temporary

Job function

Information Technology, Other, and Consulting

Industries

IT Services and IT Consulting, Business Consulting and Services, and IT System Training and Support