Senior IT Service Delivery Specialist

About the role

The Senior IT Service Delivery Specialist will drive operational excellence and consistent delivery of IT services across the Group, owning the IT service management platform and overseeing ITIL process governance, service performance, asset and licence management, vendor relations and financial administration.

Key responsibilities

• Manage end‑to‑end delivery of IT services, act as senior escalation point and coordinate major incident response.
• Own administration, configuration and continuous improvement of the ITSM platform, including workflow design, automation and reporting.
• Implement and improve ITIL‑aligned Incident, Request, Problem, Change, Knowledge, Service Level, Asset and Configuration Management processes.
• Define and monitor KPIs, SLAs, customer satisfaction and supplier performance, producing dashboards and management reports.
• Manage the full lifecycle of hardware and software assets, maintain accurate records and ensure licence compliance.
• Maintain a central register of IT vendors and contracts, monitor performance and support commercial negotiations.
• Handle IT financial management tasks such as purchase requisitions, budgeting, variance analysis and reporting.
• Ensure compliance with policies, security standards and support audits and continuous improvement initiatives.

Required profile

• Bachelor's degree in Computer Science, IT, Engineering or related field.
• 8‑12 years of progressive experience in IT service delivery, operations or related areas.

Required skills

• ITSM platform administration and workflow design.
• ITIL process governance and improvement.
• Asset and software licence management.
• Vendor and contract management.
• IT financial administration and budgeting.