IT Service Delivery Specialist

Key Responsibilities

IT Asset Management & Procurement Coordination

• Coordinate and validate IT asset requests from business units and plant locations.
  

• Raise and monitor Purchase Requisitions (PRs) in SAP for IT hardware, software, and services.
  

• Track procurement activities through the PR, PO, and GRN lifecycle to ensure timely delivery.
  

• Liaise with internal stakeholders and vendors to facilitate asset deployment and support.
  

• Maintain accurate tracking of asset requests and provide regular status updates.
  

• Support asset audits, reconciliation exercises, and CMDB/asset register accuracy.
  

Service Provider & SLA Management

• Monitor vendor performance against agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  

• Prepare service performance reports, scorecards, and dashboards.
  

• Identify service gaps, escalating non-compliance and recommending corrective actions.
  

• Support vendor review meetings and ensure action items are tracked to closure.
  

Project & Service Delivery Coordination

• Track open IT projects, work orders, and service requests to ensure timely completion.
  

• Maintain project and service delivery trackers and proactively resolve bottlenecks.
  

• Provide regular status reports highlighting risks, dependencies, and outstanding actions.
  

• Support root cause analysis and post-implementation reviews for major incidents or delayed projects.
  

IT Service & Technical Support

• Provide support for desktops, laptops, mobile devices, operating systems, and business applications.
  

• Manage and resolve IT incidents and service requests in line with agreed SLAs.
  

• Install, configure, troubleshoot, and maintain IT infrastructure components including printers, scanners, biometric devices, network connectivity, and Wi-Fi services.
  

• Support IT asset deployment, recovery, tracking, and compliance activities.
  

• Contribute to incident, problem, and change management processes within the ITSM framework.
  

• Support the continuous improvement of IT service management practices and documentation.
  

• Perform other duties as assigned by the Lead, IT Service Management.
  

Qualifications & Experience

Education

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related field.
  

Experience

• Minimum of 5 years' experience in IT Service Delivery, IT Service Management, IT Asset Management, or a related IT operations role.
  

• Experience working within a large, multi-site organization is an advantage.
  

• Experience coordinating third-party vendors and field service resources is preferred.
  

Professional Certifications

• ITIL Foundation Certification is an added advantage.
  

Technical Knowledge

• Working knowledge of SAP procurement processes (PR/PO/GRN).
  

• Familiarity with ITSM platforms such as ServiceNow, Freshservice, or similar tools.
  

• Proficiency in Microsoft Excel and PowerPoint for reporting and analysis.
  

Competencies & Skills

• Strong ownership mindset with a bias for execution and closure.
  

• Excellent organizational and multitasking abilities.
  

• Strong stakeholder management and vendor coordination skills.
  

• Ability to hold internal and external service providers accountable for performance.
  

• Strong analytical skills with experience in SLA/KPI monitoring and reporting.
  

• Effective verbal and written communication skills.
  

• Strong follow-up, escalation, and problem-solving capabilities.
  

• Customer-focused approach to service delivery.
  

• Ability to manage multiple priorities in a fast-paced environment.