Technical Service Delivery Specialist
hace 2 semanas
**Company Overview**
Micro Focus is a leading provider of enterprise software solutions, dedicated to helping organizations run and transform their businesses.
**Job Description**
We are seeking an experienced Technical Service Delivery Specialist to join our team. As a key member of our Applications Management Services department, you will be responsible for providing technical input and delivery model solutions/recommendations to support our deal pursuit efforts.
You will engage with our clients and stakeholders to provide support for transition/transformation efforts, ensuring seamless service delivery compliance to quality standards and committed service levels. This role requires a strong understanding of industry standards, such as ISO20000, and best practices like ITIL.
Main Responsibilities:
- Solve critical or high-risk issues independently.
- Integrate technical knowledge and business understanding to create superior solutions for the company and its clients.
- Manage incidents, escalations, and problems proactively and reactively, identifying opportunities to prevent issues from occurring.
- Lead or participate in Change Advisory Boards, reviewing, implementing, and verifying changes/solutions of high complexity and risk.
- Oversee configuration management processes, resolve issues, and implement process improvements to enhance efficiencies.
- Contribute to quality assurance by providing feedback and influencing change in internal and/or vendor-provided products/service offerings.
- Collaborate with global and multi-functional teams, mentoring less-experienced team members in technical and operational policies/standards or business areas.
- Demonstrate comprehensive contract knowledge, providing guidance to others to meet contract obligations.
- Evaluate the impact of proposed changes on capacity design and plan, ensuring effective and efficient capacity management processes.
- Responsible for business continuity activities, including damage assessment, coordination with recovery teams, decision-making on recovery steps, maintaining records, and providing recovery status reports.
Education and Experience Required:
- Bachelor's degree in Computer Science, IT Service Management, Engineering, Business, or related field or equivalent work experience.
Knowledge and Skills:
- High level of English (written and oral)
- ITIL Intermediate level Certified (desired)
- Knowledge of ISO20000 (desired)
- General understanding of related technologies
- Influencing Others
- Customer/Vendor Management
- Business Analysis
- General Financial Management
- Strong communications skills; good presentation skills
- Client-facing interpersonal skills
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