
IT Service Delivery Specialist
1 week ago
About the Role
As an
IT Service Delivery Specialist
, you'll be the go-to person for supporting users on-site, guiding them through global IT processes, and ensuring their needs are met efficiently. You'll play a critical role in maintaining high user satisfaction, resolving escalations, and ensuring that business units benefit fully from global technology solutions.
Key Responsibilities
- Provide on-site support for printing, meeting room technology, laptop issues, and Townhall events.
- Collaborate with central IT teams to triage and resolve local technical issues (networks, servers, hardware refreshes).
- Guide users on IT policies and processes (mobiles, laptops, iPads, knowledge base tools like UNA).
- Monitor customer satisfaction, collect feedback, and recommend improvements.
- Act as the
escalation point
when global teams are not meeting SLA commitments. - Ensure local markets align with global IT standards, avoiding inefficiencies or duplicate processes.
- Support IT asset lifecycle management and coordinate with vendors/third parties.
Qualifications & Skills
- Strong knowledge of IT Service Management and Tech Foundation Services.
- Experience working with
global virtual teams
. - Excellent
customer service
,
stakeholder management
, and
communication skills
. - Hands-on expertise in
laptop/device support, AV setup, and issue resolution
. - Skills in
problem solving, business acumen, risk management, and change management
. - Ability to influence and drive standardization across multiple markets.
Leadership Behaviours
- Brings the
voice of the user
into everything we do. - Creates opportunities for
continuous improvement and efficiency
. - Collaborates effectively across cultures and teams.
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