Service Delivery Associate

Roles and responsibilities

Infrastructure NOC, ITIL, Team management

Required Qualifications

• Experience: 10+ years of experience in network operations, with at least 5 years in a managerial or leadership role within a NOC.
• Technical Skills: Extensive knowledge of networking concepts, protocols (TCP/IP, DNS, DHCP, etc.), and experience with network devices (routers, switches, firewalls).
• Monitoring Tools: Proficiency with advanced network monitoring and management tools (e.g., SolarWinds, Nagios, Zabbix) and incident management systems (e.g., ServiceNow).
• Leadership: Proven track record of successfully leading and managing a NOC team, with strong skills in team development and performance management.
• Certifications: Relevant certifications such as CCNP, ITIL, or equivalent are highly preferred.
  

Preferred Qualifications

• Experience with cloud-based network operations and monitoring tools (e.g., AWS, Azure).
• Familiarity with ITIL processes and best practices for incident, problem, and change management.
• Knowledge of AI and automation tools and their application in network operations.

• 1. Service Management

• Service Level Management: Define and manage Service Level Agreements (SLAs) with customers, ensuring that service delivery meets the agreed-upon quality, performance, and availability metrics.
• Service Continuity Management: Plan and implement measures to ensure that services continue to operate in case of unexpected disruptions or failures (e.g., disaster recovery plans, business continuity strategies).
• Incident Management: Ensure that incidents (service disruptions) are resolved quickly and effectively, minimizing the impact on end-users and business operations.
• Problem Management: Identify the root causes of recurring issues and implement long-term solutions to prevent them from happening again.
• Change Management: Oversee the implementation of changes to IT systems, ensuring they are executed smoothly and without disruption to service delivery.
• Configuration Management: Maintain accurate records of all IT assets, software, and hardware configurations to help in efficient service delivery and troubleshooting.

• 2. Service Delivery Coordination

• Project Coordination: Oversee the planning, execution, and monitoring of service delivery projects, ensuring that resources, timelines, and goals are met.
• Vendor Management: Coordinate with third-party vendors or service providers to ensure that services are delivered according to agreed standards and SLAs. Manage contracts and relationships with external partners.
• Team Management: Lead teams of service delivery professionals (e.g., service desk staff, technical support teams, field engineers) and ensure they have the resources and support needed to perform effectively.
• Customer Relationship Management: Build and maintain strong relationships with customers, ensuring their satisfaction with the services delivered. Act as the point of escalation for any issues or concerns.
• Quality Assurance: Ensure that service delivery processes, outputs, and deliverables meet the required quality standards. Regularly review and improve processes to maintain high service quality.

• 3. Performance Monitoring and Reporting

• KPI Tracking: Monitor key performance indicators (KPIs) to assess the performance of service delivery, such as response times, resolution times, customer satisfaction, and service availability.
• Reporting: Create regular reports and dashboards for senior management and customers, outlining service performance, incident resolution times, and any potential service issues.
• Continuous Improvement: Use performance data to identify areas for improvement and implement corrective actions to enhance service quality and efficiency.

Desired candidate profile

1. Leadership and Team Management

• Ability to lead cross-functional teams, motivate staff, and manage resources effectively.
• Experience in managing teams responsible for the delivery of services, such as technical support or service operations teams.

2. Communication and Stakeholder Management

• Excellent communication skills to interact with customers, vendors, and internal stakeholders.
• Ability to handle escalations and sensitive customer interactions with professionalism and empathy.

3. Project Management

• Strong project management skills, including planning, scheduling, and resource allocation.
• Familiarity with project management methodologies such as Agile, Scrum, or Waterfall.

4. Technical Knowledge

• Understanding of IT service management frameworks like ITIL (Information Technology Infrastructure Library) and DevOps principles.
• Familiarity with common IT tools and systems used in service delivery, such as ServiceNow, JIRA, Zendesk, and BMC Remedy.

5. Problem-Solving and Critical Thinking

• Strong analytical and troubleshooting skills to address service issues and resolve incidents quickly.
• Ability to assess complex situations, identify root causes, and implement effective solutions.

6. Customer-Centric Mindset

• A focus on customer satisfaction and the ability to build strong relationships with clients.
• Understanding of customer needs and ensuring that service delivery aligns with their expectations.