IT Service Delivery Specialist

The IT Service Delivery Specialist is responsible for ensuring the smooth delivery of IT services across the organization, acting as a key liaison between technical teams and end-users. This role includes managing service requests, incidents, and ensuring SLAs are met while maintaining high standards of customer satisfaction. Working in accordance with UAE data protection and IT governance regulations, the specialist ensures the reliability and efficiency of IT service operations in a dynamic business environment.

Responsibilities:

• Managing the end-to-end delivery of IT services, ensuring alignment with organizational goals and user expectations.

• Monitoring service desk operations, tracking incidents and requests to ensure timely resolution within defined SLAs.

• Collaborating with infrastructure, application, and support teams to address recurring issues and improve service efficiency.

• Serving as the escalation point for unresolved IT service concerns, ensuring user satisfaction and service continuity.

• Analyzing service delivery metrics and preparing regular performance reports for IT leadership.

• Coordinating change management activities and ensuring minimal disruption during IT service transitions.

• Maintaining up-to-date knowledge of ITIL frameworks, and applying best practices for continual service improvement.

• Ensuring compliance with UAE IT regulations, cybersecurity standards, and internal governance protocols.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

• 4–6 years of experience in IT service delivery or IT operations, preferably within the UAE.

• ITIL Foundation certification is required; advanced ITIL or PMP is an advantage.

• Strong knowledge of service management tools (e.g., ServiceNow, Jira Service Desk).

• Excellent problem-solving skills and the ability to manage multiple service priorities.

• Strong interpersonal and communication skills for effective collaboration with users and IT teams.

• Familiarity with UAE data privacy laws, cybersecurity frameworks, and enterprise IT environments.

• Fluency in English is required; Arabic is an advantage.