IT Service Delivery

About the Role

We are seeking a highly organised proactive and customer-focused Service Delivery Specialist to support the effective coordination and delivery of services to customers.

The Service Delivery Specialist will be responsible for coordinating service requests monitoring service performance communicating with customers and internal teams managing operational activities maintaining accurate service records and ensuring that agreed service commitments are delivered professionally and within required timelines.

This role requires strong coordination communication problem-solving documentation and customer-service skills. The successful candidate must be comfortable managing multiple service requests simultaneously following up with different stakeholders identifying potential delays and escalating service risks appropriately.

The role is particularly suitable for someone who enjoys operational coordination customer communication service management and ensuring that tasks are completed correctly from initiation through closure.

Key Responsibilities

Service Delivery Coordination

• Coordinate assigned customer service requests from receipt through completion and closure.
  
• Ensure service requests are acknowledged assigned monitored updated and completed within agreed timelines.
  
• Coordinate activities between customers internal teams technical personnel vendors suppliers and other relevant stakeholders.
  
• Track open service requests and follow up proactively to prevent unnecessary delays.
  
• Ensure all required information is available before service activities commence.
  
• Monitor service activities and confirm that agreed requirements have been fulfilled before closure.
  
• Maintain clear ownership of assigned service requests throughout their lifecycle.
  
• Identify service delivery risks dependencies delays and operational issues and escalate them appropriately.
  
• Support the Service Delivery Manager in maintaining effective day-to-day service operations.
  

Customer Communication

• Serve as an operational point of contact for assigned customer requests.
  
• Provide customers with timely clear accurate and professional service updates.
  
• Communicate schedules progress delays dependencies resolutions and completion status appropriately.
  
• Follow up with customers where confirmation additional information approval or documentation is required.
  
• Ensure customer concerns are properly documented and communicated internally.
  
• Maintain professional communication standards across email telephone messaging platforms meetings and service-management systems.
  
• Support the resolution of customer complaints and service concerns within the appropriate escalation process.
  

SLA and Performance Monitoring

• Monitor assigned requests against applicable service timelines and service-level requirements.
  
• Identify requests that may be at risk of delay or SLA breach.
  
• Escalate potential breaches before they occur wherever possible.
  
• Track response time resolution time outstanding actions and service completion.
  
• Support preparation of service-performance reports and operational updates.
  
• Assist management in identifying recurring service-delivery issues and improvement opportunities.
  

Scheduling and Resource Coordination

• Coordinate schedules for service activities.
  
• Confirm resource availability before assigning or committing to service dates.
  
• Coordinate technicians engineers vendors suppliers logistics providers and other resources where required.
  
• Ensure assigned personnel receive complete and accurate instructions before commencing work.
  
• Confirm appointments and service schedules with relevant stakeholders.
  
• Follow up on scheduled activities until completion.
  
• Quickly identify and resolve scheduling conflicts or resource constraints.
  

Documentation and Record Management

• Maintain complete and accurate records for assigned service requests.
  
• Ensure service activities communications updates actions and resolutions are properly documented.
  
• Verify that required supporting documents are received before closing service requests.
  
• Maintain organised electronic records in approved business systems.
  
• Ensure customer and operational information is handled accurately and confidentially.
  
• Prepare reports trackers service summaries and other documentation when required.
  
• Ensure records are sufficiently detailed to provide an auditable history of each service request.
  

Operational Follow-Up

• Maintain active follow-up on outstanding customer vendor supplier technical and internal actions.
  
• Maintain visibility of pending activities and expected completion dates.
  
• Follow up on delayed activities until resolution.
  
• Ensure outstanding dependencies are clearly identified and assigned.
  
• Maintain accurate action trackers where required.
  
• Escalate persistent delays non-responsiveness or delivery risks to the Service Delivery Manager.
  

Vendor and Third-Party Coordination

• Communicate with approved vendors contractors suppliers or service partners where required.
  
• Confirm availability and service requirements before activities are assigned.
  
• Monitor third-party service performance and completion.
  
• Ensure appropriate evidence of work completion is obtained.
  
• Report quality concerns delays conduct issues or service failures to management.
  
• Maintain professional working relationships with external service partners.
  

Service Quality

• Ensure services are delivered according to documented customer requirements and internal procedures.
  
• Review completed service activities for completeness and accuracy.
  
• Identify gaps in service execution and coordinate corrective actions.
  
• Support continuous improvement initiatives across service-delivery operations.
  
• Assist in identifying recurring operational issues and recommending practical improvements.
  
• Maintain a strong focus on customer satisfaction service quality accountability and operational efficiency.
  

Escalation Management

• Recognise incidents requests complaints or operational problems requiring escalation.
  
• Escalate issues promptly to the appropriate manager or technical resource.
  
• Provide sufficient information during escalation to support quick decision-making.
  
• Continue monitoring escalated matters until resolution.
  
• Maintain customers and relevant stakeholders informed of progress where appropriate.
  

Reporting

• Prepare periodic updates on assigned service activities.
  
• Report open requests completed requests delayed activities risks escalations and outstanding actions.
  
• Maintain accurate operational trackers and dashboards where required.
  
• Provide management with reliable information for service reviews and decision-making.
  
• Support preparation for internal and customer service-review meetings.
  

Key Performance Expectations

Performance in this role may be assessed against areas including:

• Timely completion of assigned service requests.
  
• SLA adherence.
  
• Accuracy and completeness of service documentation.
  
• Quality and timeliness of customer communication.
  
• Number and age of outstanding service requests.
  
• Effectiveness of follow-up and escalation.
  
• Customer satisfaction.
  
• Service-quality compliance.
  
• Accuracy of operational reports.
  
• Reduction in avoidable service delays.
  
• Responsiveness to customers and internal stakeholders.
  
• Professional conduct and reliability.
  

Candidates should possess:

• A Bachelors degree Higher National Diploma (HND) or equivalent qualification in Business Administration Information Technology Computer Science Operations Management Project Management or another relevant discipline.
  
• Relevant experience in service delivery customer service IT operations helpdesk/service desk project coordination operations coordination technical support coordination or a similar role.
  
• Good working knowledge of Microsoft Office applications particularly Outlook Word Excel and Teams.
  
• Ability to work effectively with service-management systems ticketing platforms spreadsheets trackers and other business applications.
  
• Strong written and verbal English communication skills.
  

Relevant professional training or certification in areas such as ITIL service management project management customer service or IT operations would be an advantage but is not mandatory.

Required Skills and Competencies

The successful candidate should demonstrate:

• Strong service-delivery and operational coordination skills.
  
• Excellent written and verbal communication.
  
• Strong customer-service orientation.
  
• Good organisational and time-management skills.
  
• Strong attention to detail.
  
• Ability to manage multiple tasks and priorities simultaneously.
  
• Ability to follow up consistently and professionally.
  
• Sound judgement and problem-solving ability.
  
• Strong documentation and record-management skills.
  
• Ability to work under pressure and meet deadlines.
  
• Ability to identify risks and escalate issues appropriately.
  
• Professional telephone and email communication.
  
• Ability to work effectively with customers colleagues technical teams vendors and management.
  
• Accountability and ownership mentality.
  
• Ability to work independently while remaining effective within a team.
  
• Good analytical and reporting skills.
  
• High standards of integrity confidentiality and professionalism.
  

Personal Attributes

We are looking for someone who is:

• Proactive rather than reactive.
  
• Reliable and accountable.
  
• Customer-focused.
  
• Highly organised.
  
• Detail-oriented.
  
• Comfortable following up persistently.
  
• Calm under pressure.
  
• Professional in communication and conduct.
  
• Willing to learn and continuously improve.
  
• Able to take ownership of tasks through completion.
  
• Comfortable working in a structured and performance-driven environment.