IT Service Delivery Specialist

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.