Technical Service Delivery Specialist

About T&S

T&S empowers organizations to manage change through digital innovation, offering integrated solutions that help clients maintain a competitive edge. The company provides comprehensive solutions, from business process optimization to talent development and learning services, designed to accelerate digital transformation and enable sustainable growth. T&S for Human Capital Excellence focuses on developing human capital across various disciplines, skills, and sectors, aligning with Saudi Arabia's Vision 2030. This includes consulting, training, coaching, and mentoring to build specialized leadership, administrative, and technical capabilities, enabling organizations and individuals to achieve high standards and measurable impact.

The Role of Technical Service Delivery Specialist

T&S is seeking a Technical Service Delivery Specialist to join its team in Riyadh, Saudi Arabia. This full-time role involves ensuring the efficient delivery and performance of technical services, coordinating with various technical teams, and maintaining service compliance. The specialist will play a key role in managing incidents, coordinating releases, and improving service availability and customer experience.

Key Responsibilities

• Monitor service performance and ensure compliance with agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Coordinate with Development, DevOps, QA, Infrastructure, DBA, Cybersecurity, and other technical teams.
• Follow up on incidents, escalations, technical issues, and service requests until resolution.
• Track recurring incidents and ensure root-cause analysis and corrective actions are completed.
• Coordinate releases and production changes, ensuring required approvals and testing are completed.
• Provide timely updates to business stakeholders on service issues, risks, and resolution progress.
• Prepare service performance reports and dashboards.
• Maintain technical documentation, runbooks, and known-error records.
• Identify opportunities to improve service availability, performance, and customer experience.
• Coordinate with vendors to resolve technical issues and meet service commitments.

Required Qualifications and Experience

• Bachelor’s degree in Computer Science, IT, Software Engineering, or a related field.
• 4–7 years of experience in IT Service Delivery, Technical Support, Application Support, or IT Operations.
• Good understanding of ITIL, incident management, problem management, and change management.
• Experience coordinating technical teams and managing service performance.
• Basic understanding of applications, APIs, databases, cloud infrastructure, and DevOps practices.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, within a dynamic environment focused on digital innovation and human capital development.