Service Delivery Engineer

Job Title: Service Delivery Engineer

Role Summary

The Service Delivery Engineer is responsible for ensuring the effective delivery, operation, and continuous improvement of IT services. This role focuses on maintaining service quality through proactive monitoring, incident and problem management, vendor coordination, and adherence to service level agreements (SLAs), ensuring minimal disruption to business operations.

Key Responsibilities

Service Delivery & Operations

• Ensure smooth day-to-day delivery of IT services in line with agreed SLAs and KPIs.
  

• Monitor service performance and availability across infrastructure and applications.
  

• Act as a point of contact for service-related issues and escalations.
  
  

Incident Management

• Manage and coordinate resolution of incidents within defined SLAs.
  

• Perform incident triage, prioritization, and escalation as required.
  

• Ensure timely communication and updates to stakeholders during incidents.
  
  

Problem Management

• Identify recurring incidents and perform root cause analysis (RCA).
  

• Work with technical teams to implement permanent fixes.
  

• Maintain problem records and track resolution progress.
  
  

Service Level Management

• Monitor and report on SLA, KPI, and service performance metrics.
  

• Ensure compliance with contractual service commitments.
  

• Drive corrective actions when service levels are not met.
  
  

Vendor & Stakeholder Management

• Coordinate with third-party vendors and service providers.
  

• Ensure vendor deliverables meet agreed service levels and quality standards.
  

• Build strong relationships with internal and external stakeholders.
  
  

Change & Release Coordination

• Collaborate with change management teams to ensure smooth deployment of changes.
  

• Assess impact of changes on service delivery and minimize disruptions.
  

• Participate in change advisory board (CAB) meetings as needed.
  
  

Continuous Service Improvement

• Identify opportunities for improving service quality, efficiency, and reliability.
  

• Implement process improvements aligned with ITIL best practices.
  

• Contribute to automation and optimization initiatives.
  
  

Documentation & Reporting

• Maintain service documentation, runbooks, and operational procedures.
  

• Prepare regular service reports, dashboards, and performance reviews.
  

• Ensure audit-ready documentation for all service activities.
  
  
  

Requirements

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
  

• 3–7 years of experience in IT service delivery, operations, or support roles.
  

• Experience working in ITIL-based service management environments.
  

Technical Skills

• Knowledge of IT infrastructure (servers, networks, databases, cloud environments).
  

• Experience with ticketing tools (e.g., ServiceNow, Jira, BMC Remedy).
  

• Understanding of monitoring tools (e.g., Nagios, Zabbix, Dynatrace).
  

• Familiarity with incident, problem, and change management processes.
  

• Basic scripting or automation knowledge is an advantage.
  

Soft Skills

• Strong communication and stakeholder management skills.
  

• Excellent problem-solving and analytical abilities.
  

• Ability to manage multiple priorities in a fast-paced environment.
  

• Customer-focused mindset with attention to detail.