We are seeking a committed ServiceDelivery Specialist to manage service operations and client engagement supporting daily data centre activities. This role focuses on maintaining strong client relationships while ensuring operational standards and service quality meet expectations.
Responsibilities
- Direct end-to-end service delivery to ensure compliance with SLAs and KPIs, promptly addressing client concerns by coordinating with operations teams and service owners to drive improvements
- Act as the primary liaison for clients, managing expectations and resolving escalations effectively to maintain strong client relationships
- Collaborate closely with data centre operations, IT support, and engineering teams to ensure seamless service execution and operational coordination
- Manage customer incidents by escalating, communicating, coordinating with internal teams, reporting incidents, conducting Root Cause Analysis (RCA), and implementing preventive measures
- Coordinate customer-impacting change activities by issuing timely maintenance change notifications, obtaining required approvals, communicating change status and updates, conducting post-change reviews, and following up on outstanding actions
- Identify and implement opportunities to enhance service quality, operational efficiency, and customer satisfaction through continuous improvement initiatives
- Maintain accurate service records, ensure adherence to ISO standards, and support audit requirements for compliance and documentation
- Facilitate regular client meetings to review service quality, monitor projects, and manage incident updates
- Lead customer audit exercises and coordinate internal resources to ensure smooth execution
- Prepare and submit monthly utilities consumption reports to Finance and monthly Operations Reports for clients covering service performance, incidents, maintenance activities, and operational updates
- Perform additional duties as assigned to support overall service delivery
Required competencies and certifications
- Diploma or Degree in IT, Computer Science, or related field
- 3-5 years of experience in service delivery, preferably within data centre or IT infrastructure environments
- Strong understanding of ITIL service management frameworks and best practices
Preferred competencies and qualifications
- Familiarity with data centre operations
- Excellent communication and stakeholder management skills
- Ability to work under pressure and manage multiple priorities
- Proactive problem-solving mindset with attention to detail
- Team player with ability to collaborate across functions
- Customer-focused with a commitment to service excellence
