A leading technology-driven organization is seeking a Service Delivery Engineer to ensure the effective and consistent delivery of IT services across its enterprise environment. The successful candidate will be central to incident and problem resolution, service level management, and driving continuous improvement in service quality.
Responsibilities- Manage end-to-end incident and problem resolution, coordinating across internal IT teams and external vendors.
- Monitor service delivery performance against agreed SLAs and KPIs, reporting on trends and exceptions.
- Act as a key escalation point for complex incidents requiring cross-functional team coordination.
- Coordinate with third-party vendors and service providers for issue resolution and periodic service reviews.
- Identify root causes through structured problem management processes and drive permanent remediation.
- Develop and maintain IT service delivery documentation, runbooks, and operational procedures.
- Support Continual Service Improvement (CSI) activities to enhance service quality and operational efficiency.
- Facilitate service review meetings with internal stakeholders and external service providers.
- Contribute to IT service catalogue maintenance and service design activities.
- 5+ years of experience in IT service delivery, service management, or IT operations roles.
- Strong knowledge of ITIL service management processes including incident, problem, change, and SLM.
- Experience managing vendor relationships and coordinating multi-vendor service delivery.
- Proficiency with IT service management tools such as Service Now, BMC Remedy, or equivalent.
- Excellent communication and stakeholder management skills across technical and non-technical audiences.
- Analytical approach to SLA monitoring, trend analysis, and service performance reporting.
- ITIL 4 Foundation or Practitioner certification is advantageous.
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At Halian, we recognize that diversity, equity, and inclusion (DEI) are essential to building high-performing teams for our clients. We are committed to connecting organizations with top talent from all backgrounds, ensuring that every individual feels valued, respected, and empowered to contribute their unique perspectives. We encourage applications from all qualified candidates, regardless of race, gender, disability, or any other characteristic that makes them unique.
By fostering diverse and inclusive workplaces, we help our clients drive innovation, enhance collaboration, and better reflect the communities they serve.
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