IT Service Delivery

About the Role

We are seeking a highly organised,
proactive, and customer-focused Service Delivery Specialist to support
the effective coordination and delivery of services to customers.

The Service Delivery Specialist
will be responsible for coordinating service requests, monitoring service
performance, communicating with customers and internal teams, managing
operational activities, maintaining accurate service records, and ensuring that
agreed service commitments are delivered professionally and within required
timelines.

This role requires strong
coordination, communication, problem-solving, documentation, and
customer-service skills. The successful candidate must be comfortable managing
multiple service requests simultaneously, following up with different
stakeholders, identifying potential delays, and escalating service risks
appropriately.

The role is particularly suitable
for someone who enjoys operational coordination, customer communication,
service management, and ensuring that tasks are completed correctly from
initiation through closure.

Key Responsibilities

Service Delivery Coordination

• Coordinate assigned customer service requests from
  receipt through completion and closure.
  
• Ensure service requests are acknowledged, assigned,
  monitored, updated, and completed within agreed timelines.
  
• Coordinate activities between customers, internal
  teams, technical personnel, vendors, suppliers, and other relevant
  stakeholders.
  
• Track open service requests and follow up
  proactively to prevent unnecessary delays.
  
• Ensure all required information is available before
  service activities commence.
  
• Monitor service activities and confirm that agreed
  requirements have been fulfilled before closure.
  
• Maintain clear ownership of assigned service
  requests throughout their lifecycle.
  
• Identify service delivery risks, dependencies,
  delays, and operational issues and escalate them appropriately.
  
• Support the Service Delivery Manager in maintaining
  effective day-to-day service operations.
  

Customer Communication

• Serve as an operational point of contact for
  assigned customer requests.
  
• Provide customers with timely, clear, accurate, and
  professional service updates.
  
• Communicate schedules, progress, delays,
  dependencies, resolutions, and completion status appropriately.
  
• Follow up with customers where confirmation,
  additional information, approval, or documentation is required.
  
• Ensure customer concerns are properly documented
  and communicated internally.
  
• Maintain professional communication standards
  across email, telephone, messaging platforms, meetings, and
  service-management systems.
  
• Support the resolution of customer complaints and
  service concerns within the appropriate escalation process.
  

SLA and Performance Monitoring

• Monitor assigned requests against applicable
  service timelines and service-level requirements.
  
• Identify requests that may be at risk of delay or
  SLA breach.
  
• Escalate potential breaches before they occur
  wherever possible.
  
• Track response time, resolution time, outstanding
  actions, and service completion.
  
• Support preparation of service-performance reports
  and operational updates.
  
• Assist management in identifying recurring
  service-delivery issues and improvement opportunities.
  

Scheduling and Resource
Coordination

• Coordinate schedules for service activities.
  
• Confirm resource availability before assigning or
  committing to service dates.
  
• Coordinate technicians, engineers, vendors,
  suppliers, logistics providers, and other resources where required.
  
• Ensure assigned personnel receive complete and
  accurate instructions before commencing work.
  
• Confirm appointments and service schedules with
  relevant stakeholders.
  
• Follow up on scheduled activities until completion.
  
• Quickly identify and resolve scheduling conflicts
  or resource constraints.
  

Documentation and Record
Management

• Maintain complete and accurate records for assigned
  service requests.
  
• Ensure service activities, communications, updates,
  actions, and resolutions are properly documented.
  
• Verify that required supporting documents are
  received before closing service requests.
  
• Maintain organised electronic records in approved
  business systems.
  
• Ensure customer and operational information is
  handled accurately and confidentially.
  
• Prepare reports, trackers, service summaries, and
  other documentation when required.
  
• Ensure records are sufficiently detailed to provide
  an auditable history of each service request.
  

Operational Follow-Up

• Maintain active follow-up on outstanding customer,
  vendor, supplier, technical, and internal actions.
  
• Maintain visibility of pending activities and
  expected completion dates.
  
• Follow up on delayed activities until resolution.
  
• Ensure outstanding dependencies are clearly
  identified and assigned.
  
• Maintain accurate action trackers where required.
  
• Escalate persistent delays, non-responsiveness, or
  delivery risks to the Service Delivery Manager.
  

Vendor and Third-Party
Coordination

• Communicate with approved vendors, contractors,
  suppliers, or service partners where required.
  
• Confirm availability and service requirements
  before activities are assigned.
  
• Monitor third-party service performance and
  completion.
  
• Ensure appropriate evidence of work completion is
  obtained.
  
• Report quality concerns, delays, conduct issues, or
  service failures to management.
  
• Maintain professional working relationships with
  external service partners.
  

Service Quality

• Ensure services are delivered according to
  documented customer requirements and internal procedures.
  
• Review completed service activities for
  completeness and accuracy.
  
• Identify gaps in service execution and coordinate
  corrective actions.
  
• Support continuous improvement initiatives across
  service-delivery operations.
  
• Assist in identifying recurring operational issues
  and recommending practical improvements.
  
• Maintain a strong focus on customer satisfaction,
  service quality, accountability, and operational efficiency.
  

Escalation Management

• Recognise incidents, requests, complaints, or
  operational problems requiring escalation.
  
• Escalate issues promptly to the appropriate manager
  or technical resource.
  
• Provide sufficient information during escalation to
  support quick decision-making.
  
• Continue monitoring escalated matters until
  resolution.
  
• Maintain customers and relevant stakeholders
  informed of progress where appropriate.
  

Reporting

• Prepare periodic updates on assigned service
  activities.
  
• Report open requests, completed requests, delayed
  activities, risks, escalations, and outstanding actions.
  
• Maintain accurate operational trackers and
  dashboards where required.
  
• Provide management with reliable information for
  service reviews and decision-making.
  
• Support preparation for internal and customer
  service-review meetings.
  

Key Performance Expectations

Performance in this role may be
assessed against areas including:

• Timely completion of assigned service requests.
  
• SLA adherence.
  
• Accuracy and completeness of service documentation.
  
• Quality and timeliness of customer communication.
  
• Number and age of outstanding service requests.
  
• Effectiveness of follow-up and escalation.
  
• Customer satisfaction.
  
• Service-quality compliance.
  
• Accuracy of operational reports.
  
• Reduction in avoidable service delays.
  
• Responsiveness to customers and internal
  stakeholders.
  
• Professional conduct and reliability.
  

Requirements

Candidates should possess:

• A Bachelor's degree, Higher National Diploma (HND),
  or equivalent qualification in Business Administration, Information
  Technology, Computer Science, Operations Management, Project Management,
  or another relevant discipline.
  
• Relevant experience in service delivery, customer
  service, IT operations, helpdesk/service desk, project coordination,
  operations coordination, technical support coordination, or a similar
  role.
  
• Good working knowledge of Microsoft Office
  applications, particularly Outlook, Word, Excel, and Teams.
  
• Ability to work effectively with service-management
  systems, ticketing platforms, spreadsheets, trackers, and other business
  applications.
  
• Strong written and verbal English communication
  skills.
  

Relevant professional training or
certification in areas such as ITIL, service management, project management,
customer service, or IT operations would be an advantage but is not
mandatory.

Required Skills and Competencies

The successful candidate should
demonstrate:

• Strong service-delivery and operational
  coordination skills.
  
• Excellent written and verbal communication.
  
• Strong customer-service orientation.
  
• Good organisational and time-management skills.
  
• Strong attention to detail.
  
• Ability to manage multiple tasks and priorities
  simultaneously.
  
• Ability to follow up consistently and
  professionally.
  
• Sound judgement and problem-solving ability.
  
• Strong documentation and record-management skills.
  
• Ability to work under pressure and meet deadlines.
  
• Ability to identify risks and escalate issues
  appropriately.
  
• Professional telephone and email communication.
  
• Ability to work effectively with customers,
  colleagues, technical teams, vendors, and management.
  
• Accountability and ownership mentality.
  
• Ability to work independently while remaining
  effective within a team.
  
• Good analytical and reporting skills.
  
• High standards of integrity, confidentiality, and
  professionalism.
  

Personal Attributes

We are looking for someone who is:

• Proactive rather than reactive.
  
• Reliable and accountable.
  
• Customer-focused.
  
• Highly organised.
  
• Detail-oriented.
  
• Comfortable following up persistently.
  
• Calm under pressure.
  
• Professional in communication and conduct.
  
• Willing to learn and continuously improve.
  
• Able to take ownership of tasks through completion.
  
• Comfortable working in a structured and
  performance-driven environment.