Senior Service Delivery Specialist

Role Description

The Senior Service Delivery Specialist will be key in driving the performance and continuous improvement of IT support services to internal users or external clients. This role will help lead support desk operations, ensure adherence to IT services aligned with SLAs, KPIs, and organizational goals while striving to achieve operational excellence.

The Senior Service Delivery Specialist acts as the bridge between IT operations, business stakeholders, and technical teams to ensure efficient incident resolution, high user satisfaction, and reliable IT service availability. This role will assist in managing relationships with external service providers and vendors.

In this role, you'll:

• Lead, mentor, and help in the development of Support Desk team members and Team Leads, and support engineers.
• Implement and improve IT service management processes (ITSM).
• Communicate service status, risks, and improvement initiatives.
• Serve as the primary escalation point for service issues.
• Plan workforce capacity and forecast support demand.
• Identify root causes and drive permanent resolution through problem and change management.

At a minimum we'd like you to have:

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field.
• 10 years of experience in IT support or service management.
• 4 years in leadership or service delivery management roles.
• Proven experience leading Support Desk operations.
• Proven experience supporting Mobile Devices and/or Laptops

It's preferred if you have:

• Ability to use written and verbal communication to explain fixes and ideas to technical and non-technical audiences.
• Using metrics and data visualization to justify trade-offs and pivot strategies.
• Driving results across teams that do not report to you directly.