Senior IT Service Delivery Specialist

About Us

Scope Investment is a diversified investment group with operations across Retail and distribution Food & Beverages Real Estate Healthcare and Automotive sectors. We are committed to building sustainable well-governed and high-performing businesses. Strong governance risk management and internal controls are core to how we operate.

About the role

The Senior IT Service Delivery Specialist will drive operational excellence and consistent delivery of IT services across the Group. The role will provide hands-on ownership of the IT service management platform ITIL process governance service performance IT asset and software licence management vendor management and IT financial administration. The role will use service data workflow automation and disciplined controls to improve service quality user experience cost management and operational transparency.

Key Responsibilities

1. Service Delivery and Stakeholder Management

Manage end-to-end delivery of IT services in line with business requirements operational priorities and agreed service levels.

Act as a senior escalation point for service issues coordinate cross-functional resolution and ensure clear stakeholder communication.

Conduct service reviews with business units manage expectations and translate service needs into practical improvement actions.

Coordinate major incident response service recovery root cause follow-up and preventive actions.

2. ITSM Platform Ownership and Operational Excellence

Own the administration configuration governance and continuous improvement of the ITSM platform.

Design and optimize workflows forms service catalogue items SLAs notifications approval flows automations dashboards and reports.

Drive platform adoption data quality self-service and automation to improve resolution times and reduce manual effort.

Coordinate platform upgrades integrations testing access controls documentation and vendor support.

Provide guidance and training to IT teams and users on the effective use of the ITSM platform.

3. ITIL Process Governance

Implement and continually improve ITIL-aligned Incident Request Problem Change Knowledge Service Level Asset and Configuration Management processes.

Monitor process compliance facilitate problem and post-incident reviews support change governance and track corrective actions.

Maintain process documentation operating procedures service catalogues knowledge articles and audit evidence.

4. Performance Monitoring and Reporting

Define and monitor KPIs SLAs backlog customer satisfaction recurring issues and supplier performance.

Prepare service dashboards and management reports highlighting trends risks exceptions and improvement priorities.

Use ITSM data to identify service bottlenecks recurring demand automation opportunities and cost optimization initiatives.

5. IT Asset and Software Licence Management

Manage the lifecycle of hardware and software assets from request and procurement through assignment transfer maintenance reconciliation and disposal.

Maintain accurate asset and configuration records in the ITSM platform and coordinate periodic audits and validations.

Manage software licence entitlements allocations renewals compliance and utilization including licence reclamation and optimization.

Coordinate asset tagging stock control warranty tracking secure disposal and finance write-off processes.

6. IT Vendor and Contract Management

Maintain a centralized register of IT vendors contracts subscriptions support agreements commercial terms owners and renewal dates.

Coordinate vendor onboarding quotations service reviews renewals and required documentation.

Monitor vendor performance SLA compliance risks and contractual deliverables escalating underperformance where required.

Support commercial evaluations and negotiations with service usage performance and cost information.

7. IT Financial Management

Raise and track purchase requisitions and purchase orders in line with approved budgets and procurement controls.

Maintain records of budgets commitments actual expenditure accruals renewals and forecasted spend.

Monitor budget versus actuals investigate variances and prepare regular financial tracking reports.

Coordinate with Finance Procurement business units and vendors to resolve invoice PO allocation and payment issues.

Support annual budgeting reforecasting cost allocation and IT financial reporting.

8. Compliance and Continuous Improvement

Ensure service delivery activities comply with organizational policies security requirements contracts and applicable standards.

Support audits and risk assessments by maintaining reliable documentation and tracking remediation actions.

Deliver continual improvement initiatives that enhance service quality resilience efficiency control and user satisfaction.

Qualifications and Experience

Bachelors degree in Computer Science Information Technology Engineering or a related discipline.

Minimum 8-12 years of progressive experience in IT service delivery IT operations or IT service management within a multi-site environment.

Advanced hands-on experience with an enterprise ITSM platform such as ServiceNow ManageEngine ServiceDesk Plus Freshservice or equivalent is mandatory.

Strong practical knowledge of ITIL processes is mandatory. ITIL Foundation certification is required; higher-level certification is preferred.

Proven experience in IT asset lifecycle management software license management vendor and contract management and IT financial administration.

Experience developing workflows dashboards KPIs SLA reports service catalogues and process documentation.

Experience with automation CMDB or configuration management and ITSM integrations is preferred.

Skills and Competencies

Strong analytical problem-solving and root cause analysis skills.

Excellent ITSM configuration workflow reporting and data management capability.

Strong financial acumen and attention to detail in tracking budgets commitments renewals and actual costs.

Commercial awareness and confidence in managing vendors contracts and service obligations.

Excellent stakeholder management customer service communication and negotiation skills.

Ability to influence cross-functional teams manage priorities and drive actions to closure.

High levels of ownership integrity organization and documentation discipline.