Service Delivery Specialist | FSGG

I. Key Responsibilities

• Help create, review, and improve Service Level Agreements (SLAs)


• Conduct regular SLA reviews and assist with updates or renegotiations when needed


• Turn customer requirements into clear instructions for service delivery teams


• Handle service escalations quickly to reduce impact on customers


• Keep clients informed on incidents, service requests, issues, and changes


• Prepare and share service performance reports


• Build and maintain good working relationships with clients


• Make sure services are delivered according to agreed SLAs and quality standards


• Support and oversee day-to-day service delivery to meet business goals


• Review customer feedback and suggest improvements to fix service gaps and bottlenecks

II. Qualifications

• Bachelor’s degree in ICT or any related 4- or 5-year course


• At least 2 years’ experience in technical support (preferred)


• At least 2 years’ experience in service delivery, customer-facing roles, or project management (preferred)


• Background in ICT service or project management is a plus


• ITIL certification is an advantage


• Fresh graduates are welcome to apply


• Basic knowledge of ICT, networking, and information security