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Service Delivery Expert
2 weeks ago
This role is a pivotal part of our IT service delivery, ensuring seamless day-to-day operations.
The ITSM Administrator will play a key role in managing our IT services, monitoring and resolving incidents and service requests to maintain service levels and user satisfaction.
Key Responsibilities:
- Ensure the smooth and efficient delivery of IT services across the organisation
- Monitor, prioritise, and resolve IT incidents and service requests to maintain service levels and user satisfaction
- Coordinate, document, and execute changes in line with ITIL and organisational policies
- Identify recurring issues and trends to support proactive problem management and prevention
- Drive continuous improvement of ITSM processes to enhance operational effectiveness
- Serve as a key point of contact between IT teams, business units, and stakeholders to ensure alignment and transparency
- Create and maintain knowledge base articles and support documentation to promote self-service and knowledge sharing
- Deliver training and guidance to end-users and IT teams to improve ITSM adoption and effectiveness
- Produce clear, actionable reports on IT service performance, supporting data-driven decisions
- Ensure adherence to company standards, security, and ITIL frameworks
- Promote collaboration within IT and across departments, contributing to an engaged and effective team culture
Requirements:
- Solid experience supporting and maintaining ITSM solutions, with a strong track record in service delivery
- In-depth understanding of ITIL processes; ITIL Foundation or Practitioner certification is desirable
- Excellent communication skills – clear, concise, and adaptable to both technical and non-technical audiences
- Strong problem-solving mindset – analytical, resourceful, and proactive in finding innovative solutions
- High attention to detail – thorough and precise in documentation, reporting, and execution
- Strong critical thinking – able to quickly assess complex issues and identify underlying causes
- Self-motivated and organised – capable of managing priorities independently while collaborating effectively in diverse teams
- Results-oriented – committed to meeting deadlines, delivering high-quality outcomes, and maintaining a positive, solution-focused attitude
- Trustworthy and professional – handles confidential data with integrity at all times
- High level of IT competence, ideally from a technical background, with knowledge of enterprise architecture in a service-oriented environment
What We Offer:
We strive to create an inclusive work environment that promotes diversity and innovation. As a member of our team, you can expect to find opportunities for growth, development, and making a meaningful impact.
About Us:
At our company, we believe that trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. We're dedicated to making trade flow better, changing what's possible for our customers and communities globally. Our mission is to unite our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.
