IT Service Delivery Administrator (Supervisor IT)

Duties and Responsibilities

• Coordinate the delivery of IT infrastructure services to business units and operational sites.

• Monitor the performance and availability of infrastructure services.

• Ensure infrastructure services meet established SLAs, OLAs, and operational targets.

• Coordinate with infrastructure teams to address service disruptions and recurring issues.

• Track service delivery issues from identification through resolution.

• Ensure business-impacting infrastructure issues receive appropriate escalation and communication.

• Maintain visibility of infrastructure service performance across all supported locations.

• The administrator does not necessarily perform the engineering work but ensures that operational activities are properly coordinated, tracked, documented, and communicated.

• Monitor infrastructure services against established SLAs and OLAs.

• Produce monthly and weekly service performance reports.

• Identify SLA breaches and recurring service issues.

• Work with infrastructure teams to develop corrective actions.

• Maintain service performance scorecards.

• Track service availability, response time, resolution time, and incident volumes.

• Support service-level reviews with IT leadership and business stakeholders.

Qualifications:

• At least 3 years of experience as a Service Desk Manager

• At least 3 years of experience on any IT service management platform

• Excellent oral and written English communication skills

• Results-Oriented, Deadline-Driven, proactive, and a Multi-Tasker

• Strong knowledge in identifying the root cause of any issues

• Very good interpersonal skills

• Intermediate proficiency in the following technical skills

o Documentation

o General knowledge of IT Support

o Basic knowledge of any IT infrastructure technology

o Knowledge in Freshworks – Freshservice ITSM

o Knowledge in reporting, building dashboards, and analytics

o Knowledge in Microsoft Office