Senior Service Delivery Coordinator

Tasks:

• Coordinate the delivery and performance of operational services across the entire life cycle, ensuring compliance with defined SLAs and OLAs.
• Coordinate Incident management activities, coordinate recovery actions and chair service bridges.
• Drive the approval of operational changes from a service perspective and support in maintaining an up-to-date service roadmap focusing on stability, resilience and continuous improvement.
• Coordinate incident, problem, change and capacity-management activities across multiple environments.
• Monitor and report operational KPIs, service dashboards and continual improvement initiatives to the Contracting Authority.
• Support to ensure the accuracy and completeness of configuration and asset data in the CMDB and maintain audit readiness.
• Enable cross-contractor collaboration and manage dependencies with other system and service providers.
• Drive knowledge transfer, documentation quality and operational readiness reviews

Requirements:

• Minimum 10 years of experience in IT operations, including at least 5 years in a leadership or service-ownership role with accountability for SLAs and team performance.
• Demonstrated experience managing end-to-end service operations for complex, distributed environments.
• Certifications (preferred): ITIL Intermediate or Managing Professional level, service-management or leadership certification.
• Comprehensive understanding of ITIL service-management practices across Incident, Problem, Change, Event, Capacity, availability and Service-Level Management.
• Experience leading operational support teams in multi-vendor, mission-critical environments.
• Strong ability to interpret performance data, identify risks and define mitigation actions.
• Knowledge of middleware, application, database, infrastructure and security operational domains.
• Familiarity with monitoring and reporting frameworks for service performance and availability.
• Excellent stakeholder-management, coordination and communication skills, with the ability to represent service performance to management boards.
• Competence in defining and tracking KPIs and managing continuous service-improvement actions.
• Broad understanding of the operational and technical domains, including middleware, integration, identity and access management, web and mobile components, observability, automation, and service-monitoring solutions, as defined or agreed by the CA.