Senior Service Delivery Coordinator BAE Systems Detica

ACCOUNTABILITIES:

The Senior Service Delivery Coordinator is responsible for coordinating service delivery and IT service management activities in alignment with ITIL best practices. The role focuses on ensuring that IT services are delivered effectively, efficiently, and in accordance with agreed service levels, while driving continual service improvement. The senior coordinator will establish and maintain action plans, schedules, reports, and communications that support service performance and stakeholder satisfaction.

Responsibilities:

IT Service Delivery Planning and Implementation:

Support establishing and maintaining applicable policies and processes for ITIL service management and ensure its effectiveness, compliancy and application on the ground

Assure continuous service performance, quality, availability and improvement through well-structured service improvement plans

Ensure all SLAs and in-scope contractual deliverable are effectively delivered and achieved

Analysing key performance indicators (KPIs) and service data to identify bottlenecks and inefficiencies. The Senior Coordinator would then develop and implement strategies to improve our overall service delivery framework.

Providing on-the-job training, best practices, and direct mentorship to junior service member and operations teams across SBDCP sites. This role would be key to fostering a culture of excellence and professional growth within the team.

Ensure all business and customer policies and procedures are complied with and adhered to

Generate all types of service review and analysis reports, communication notes and plans accurately in timely manner

Ensure continuous improvement on customer satisfaction

IT Service Delivery Operations:

Coordinate the development of service management activities and ensure required services, deliverables and implementation activities are on-time, to the required standard, and aligned with contractual agreements

Monitor day-to-day IT service management operations and ensure delivery of successful results

Assist in ensuring the overall effectiveness and execution of the service delivery for incidents and change management within the IM&T account, through DSR and MSR reporting.

Assist in ensuring Major Incidents are managed as per the MIM process, including communications, management updates and RCA completion.

Support IT Service Delivery communications and engagement with internal and external stakeholders as required

Ensure all SLAs and in-scope contractual deliverable are effectively delivered and achieved

Coordinate the processing and documentation of IT Service Management activities in line with Project and Service Delivery function s policies and procedures

Coordinate tasks and initiatives for service improvement and CSAT are effectively carried out and fulfilled successfully.

Assist in managing the packaging and application lifecycle service through Camwood, including running weekly service reviews

Job Requirements:

A minimum of 2 years of experience in a similar role

Fluent in Arabic and English

Bachelor s degree in IT preferred

Relevant IT certificates

Knowledge about IT Service Framework