IT Service Delivery Specialist (ITIL/PMP)

Role Overview Responsible for managing Change Requests (CRs) and Service Requests (SRs) end-to-end, coordinating with internal teams and vendors, ensuring SLA compliance, and maintaining operational efficiency through ITIL and PMP best practices.???? Key Responsibilities Request Management:Create, log, classify, and track CRs & SRs in service management systems. Manage lifecycle from initiation → implementation → validation → closure. Ensure compliance with SLAs and audit readiness. Coordination & Execution:Act as central point of contact between internal teams and vendors. Plan, schedule, and align activities across stakeholders. Facilitate approvals, access, and resolve issues proactively. Monitoring & Delivery:Track milestones, tasks, and dependencies using KPIs and tools. Identify risks/delays early and coordinate corrective actions. Ensure timely delivery within agreed quality standards. Reporting & Escalation:Provide structured status reports on progress, risks, and SLA performance. Escalate issues through defined governance paths to minimize disruptions. Closure & Documentation:Validate implementation/testing of CRs & SRs. Maintain accurate records including approvals, execution details, and lessons learned. Process Compliance:Monitor adherence to workflows, standards, and SLAs. Identify deviations, implement corrective/preventive measures. Regularly review and optimize processes. Communication:Serve as primary contact for planned/unplanned activities. Provide clear, timely communication on scope, impact, and timelines. Coordinate actions to minimize service disruptions.
???? Certifications & Skills Mandatory: PMP & ITIL certified. Strong knowledge of IT service management, change management, and SLA compliance. Excellent coordination, communication, and reporting skills. Ability to manage cross-functional teams and vendors effectively.