Service Delivery Expert

We are seeking a detail-oriented and proactive IT Service Delivery Administrator to support the efficient and effective delivery of IT services.

The successful candidate will play a key role in coordinating service delivery activities, maintaining documentation, and ensuring smooth communication between IT teams and end-users.

The IT Service Delivery Administrator will contribute to the overall effectiveness of IT service delivery processes.

Main Responsibilities:

• Manage service delivery teams across geographies to ensure accurate and timely fulfillment of user requests.

• Collaborate with relevant IT teams to ensure service request objectives are met.

Network Management Support:

• Assist in managing IT incidents including networks by documenting details, tracking progress, and ensuring timely resolution.

• Collaborate with IT support teams to escalate and resolve complex network issues, ensuring 100% uptime.

Performance Metrics:

• Define and track key performance indicators (KPIs) to assess the efficiency and effectiveness of service delivery.

Documentation and Records Management:

• Maintain accurate records of IT incidents, service requests, and resolutions using Service Now.

• Update and organize documentation related to IT service delivery processes, including procurement, vendor management, IT contracts, IT asset insurance, and claims.

Communication and Coordination:

• Ensure smooth communication between end-users and IT support teams across Unilever Pakistan.

• Coordinate service delivery activities, ensuring timely responses to incidents and service requests.

User Support and Assistance:

• Lead the service delivery team that supports end-users through the IT service desk, addressing queries and escalating issues as needed.

• Assist in creating and updating knowledge base articles for common IT issues and promote awareness through effective communications.

Continuous Improvement:

• Contribute to identifying areas for improvement in IT service delivery processes.

• Participate in initiatives aimed at enhancing the efficiency and effectiveness of service delivery.

What You Need To Succeed:

Experiences & Qualifications:

• Bachelor's degree in information technology, computer science, or a related field.

• Proven experience in IT service delivery administration or a similar role.

Skills:

• Strong organizational and multitasking abilities.

• Excellent communication and interpersonal skills.

• Proficient in using IT service management tools.

• Familiarity with ITIL principles is a plus.

Leadership:

• You are energized by delivering fantastic results. You are an example to others – both your results and your resilience. You are constantly on the lookout for better ways to do things, engaging and collaborating with others along the way.

• As an individual, you are responsible for your own wellbeing and delivering high standards of work. You must also focus on the consumer and what they need. You are humble and have your head up, looking around to interpret evidence and data smartly, spot issues, and opportunities to make things better.

  • Critical SOL Behaviors:

    • PASSION FOR HIGH PERFORMANCE: Takes personal responsibility and accountability for execution and results. Has an owner's mindset, using data and insight to make decisions.

    • PERSONAL MASTERY: Sets high standards for themselves. Actively builds own wellbeing and resilience.

    • CONSUMER LOVE: Whatever their role, always looks for better ways to serve consumers. Invests time inside and outside to understand the needs of consumers.

    • PURPOSE & SERVICE: Has humility, understanding that leadership is service to others, inside and outside the organization.

    • AGILITY: Explores the world around them, continually learning and developing their skills.

Our Culture:

We value diversity and believe that everyone should feel respected and secure in our workplace. We strive to create an inclusive environment where you can be yourself and bring your authentic self to work every day.