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Service Delivery Specialist [Relocation Required]
Doha, DohaOverview:
We are seeking two Service Delivery Specialists who are ITIL certified and possess experience in multiple ITIL modules for a one-year assignment, subject to extension based on business needs. While expertise in all modules is not mandatory, a diverse background in areas such as Incident Management, Change Management, Configuration Management, Problem Management, Service Level Agreements (SLAs), Disaster Recovery and Business Continuity is highly valued.
Responsibilities:
Selection Criteria:
We are seeking two Service Delivery Specialists who are ITIL certified and possess experience in multiple ITIL modules for a one-year assignment, subject to extension based on business needs. While expertise in all modules is not mandatory, a diverse background in areas such as Incident Management, Change Management, Configuration Management, Problem Management, Service Level Agreements (SLAs), Disaster Recovery and Business Continuity is highly valued.
Responsibilities:
- Incident Management:
- Lead the identification, prioritization and resolution of incidents to minimize service disruptions.
- Collaborate with technical teams to ensure timely incident resolution and communicate updates to stakeholders.
- Change Management:
- Manage the end-to-end process of change requests, including assessment, approval, implementation and documentation.
- Collaborate with cross-functional teams to ensure changes are implemented seamlessly while minimizing impact on services.
- Configuration Management:
- Oversee the configuration management process to maintain accurate and up-to-date configuration records.
- Collaborate with stakeholders to understand and document configuration requirements.
- Problem Management:
- Proactively identify and address the root causes of recurring incidents and problems.
- Implement preventive measures to minimize the impact of potential issues on service delivery.
- Service Level Agreements (SLAs):
- Monitor and enforce SLAs to ensure that service delivery meets or exceeds agreed-upon performance standards.
- Regularly report on SLA performance and collaborate with teams to address any deviations.
- Disaster Recovery and Business Continuity:
- Develop and maintain robust disaster recovery and business continuity plans.
- Conduct regular tests and drills to validate the effectiveness of plans and identify areas for improvement.
Selection Criteria:
- ITIL Certification: Possess a valid and current ITIL certification, demonstrating a foundational understanding of IT service management best practices.
- Experience: Proven experience in multiple ITIL modules, with an emphasis on versatility and a willingness to expand expertise across various areas.
- Versatility: Demonstrated ability to adapt and contribute effectively to various IT service management functions, showcasing versatility and a broad skill set.
- Communication Skills: Excellent written and verbal communication skills with the ability to convey technical information to both technical and non-technical stakeholders.
- Problem-Solving Skills: Strong analytical and problem-solving skills, showcasing an ability to address complex issues and contribute to effective service delivery.
- Team Collaboration: Ability to collaborate effectively with cross-functional teams, building strong working relationships and contributing positively to team dynamics.
- Availability and Mobilization: Resources must have a valid resident permit in Qatar and be prepared to deploy to premises.