Senior Service Delivery Engineer

Responsibilities:

• Oversee the delivery of services to clients, ensuring adherence to service level agreements (SLAs) and quality standards.
• Lead efforts to optimize service delivery processes, identifying areas for improvement and implementing best practices.
• Act as a point of escalation for resolving complex technical issues and customer concerns.
• Collaborate with cross-functional teams to coordinate service delivery activities and resolve customer issues promptly.
• Develop and maintain documentation, including service delivery procedures and technical specifications.
• Provide guidance and mentorship to junior service delivery engineers, fostering their professional growth and development.
• Stay abreast of industry trends and emerging technologies in service delivery and incorporate relevant advancements into our processes.

Qualifications:

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 8 years of experience in service delivery, technical support, or a related field.
• Strong technical background in IT infrastructure, networking, and cloud technologies.
• Experience with service management tools and methodologies (e.g., ITIL, ServiceNow).
• Excellent problem-solving and analytical skills, with a keen attention to detail.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Proven leadership abilities, with experience in leading and mentoring technical teams.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.