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Home UAE Service Delivery Associate

Service Delivery Associate

Full time at DICETEK LLC in UAE
Posted on February 2, 2025

Job details

Roles and Responsibilities

Infrastructure NOC, ITIL, Team management Required Qualifications
  • Experience: 10+ years of experience in network operations, with at least 5 years in a managerial or leadership role within a NOC.
  • Technical Skills: Extensive knowledge of networking concepts, protocols (TCP/IP, DNS, DHCP, etc.), and experience with network devices (routers, switches, firewalls).
  • Monitoring Tools: Proficiency with advanced network monitoring and management tools (e.g., SolarWinds, Nagios, Zabbix) and incident management systems (e.g., ServiceNow).
  • Leadership: Proven track record of successfully leading and managing a NOC team, with strong skills in team development and performance management.
  • Certifications: Relevant certifications such as CCNP, ITIL, or equivalent are highly preferred.
Preferred Qualifications
  • Experience with cloud-based network operations and monitoring tools (e.g., AWS, Azure).
  • Familiarity with ITIL processes and best practices for incident, problem, and change management.
  • Knowledge of AI and automation tools and their application in network operations.
Service Management
  • Service Level Management : Define and manage Service Level Agreements (SLAs) with customers, ensuring that service delivery meets the agreed-upon quality, performance, and availability metrics.
  • Service Continuity Management : Plan and implement measures to ensure that services continue to operate in case of unexpected disruptions or failures (e.g., disaster recovery plans, business continuity strategies).
  • Incident Management : Ensure that incidents (service disruptions) are resolved quickly and effectively, minimizing the impact on end-users and business operations.
  • Problem Management : Identify the root causes of recurring issues and implement long-term solutions to prevent them from happening again.
  • Change Management : Oversee the implementation of changes to IT systems, ensuring they are executed smoothly and without disruption to service delivery.
  • Configuration Management : Maintain accurate records of all IT assets, software, and hardware configurations to help in efficient service delivery and troubleshooting.
Service Delivery Coordination
  • Project Coordination : Oversee the planning, execution, and monitoring of service delivery projects, ensuring that resources, timelines, and goals are met.
  • Vendor Management : Coordinate with third-party vendors or service providers to ensure that services are delivered according to agreed standards and SLAs. Manage contracts and relationships with external partners.
  • Team Management : Lead teams of service delivery professionals (e.g., service desk staff, technical support teams, field engineers) and ensure they have the resources and support needed to perform effectively.
  • Customer Relationship Management : Build and maintain strong relationships with customers, ensuring their satisfaction with the services delivered. Act as the point of escalation for any issues or concerns.
  • Quality Assurance : Ensure that service delivery processes, outputs, and deliverables meet the required quality standards. Regularly review and improve processes to maintain high service quality.
Performance Monitoring and Reporting
  • KPI Tracking : Monitor key performance indicators (KPIs) to assess the performance of service delivery, such as response times, resolution times, customer satisfaction, and service availability.
  • Reporting : Create regular reports and dashboards for senior management and customers, outlining service performance, incident resolution times, and any potential service issues.
  • Continuous Improvement : Use performance data to identify areas for improvement and implement corrective actions to enhance service quality and efficiency.

Desired Candidate Profile

Leadership and Team Management
  • Ability to lead cross-functional teams, motivate staff, and manage resources effectively.
  • Experience in managing teams responsible for the delivery of services, such as technical support or service operations teams.
Communication and Stakeholder Management
  • Excellent communication skills to interact with customers, vendors, and internal stakeholders.
  • Ability to handle escalations and sensitive customer interactions with professionalism and empathy.
Project Management
  • Strong project management skills, including planning, scheduling, and resource allocation.
  • Familiarity with project management methodologies such as Agile , Scrum , or Waterfall .
Technical Knowledge
  • Understanding of IT service management frameworks like ITIL (Information Technology Infrastructure Library) and DevOps principles.
  • Familiarity with common IT tools and systems used in service delivery, such as ServiceNow , JIRA , Zendesk , and BMC Remedy .
Problem-Solving and Critical Thinking
  • Strong analytical and troubleshooting skills to address service issues and resolve incidents quickly.
  • Ability to assess complex situations, identify root causes, and implement effective solutions.
Customer-Centric Mindset
  • A focus on customer satisfaction and the ability to build strong relationships with clients.
  • Understanding of customer needs and ensuring that service delivery aligns with their expectations.
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