Senior Specialist, IT Services Delivery II

Job Purpose
JOB DESCRIPTION
The purpose of the Senior Specialist IT Services Delivery role is to ensure the effective delivery of end-user technology services and support across Maaden. The role focuses on providing seamless, reliable, and efficient technology experience for all employees, including VIP executives, by managing incidents, service requests, and end-user assets throughout their lifecycle. The Senior Specialist plays a key role in maintaining service quality, optimizing operational processes, ensuring compliance with IT policies, and supporting initiatives that enhance user satisfaction and technology performance across the organization.

Key Accountabilities

• Provide advanced technical support and guidance to end-users, ensuring timely resolution of incidents and requests through all support channels.
• Deliver dedicated and high-priority IT support to VIP users, ensuring exceptional service quality, rapid response, and minimal disruption to executive operations.
• Conduct regular health checks for VIP meeting rooms, devices, and collaboration systems to ensure smooth performance before critical meetings and events.
• Act as an escalation point for complex or sensitive issues requiring in-depth troubleshooting and coordination with vendors or other IT teams.
• Support the Service Delivery Manager in monitoring service performance against defined SLAs and KPIs to ensure service excellence.
• Collaborate with IT vendors and partners to ensure proper delivery of contracted services and adherence to performance expectations.
• Contribute to developing and maintaining knowledge base articles, standard operating procedures (SOPs), and user guides to improve service efficiency.
• Participate in planning and execution of end-user technology projects, including system upgrades, device rollouts, and technology refresh initiatives.
• Ensure accurate tracking and management of end-user assets across their lifecycle, maintaining compliance with IT policies and standards.
• Support audits and compliance activities to ensure adherence to Maaden's IT governance, cybersecurity, and regulatory requirements.
• Analyze service trends, identify recurring issues, and propose process or technical improvements to enhance the end-user experience.
• Provide input into budget preparation and cost optimization activities for end-user computing and related services.
• Promote a user-focused and customer-oriented culture by ensuring responsive, professional, and proactive support to all stakeholders.

Minimum Qualification

• Bachelor's degree in information technology, Computer Science, or a related field.
• Relevant professional certifications such as ITIL Foundation, CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent are preferred.

Minimum Experience

• Minimum of 5 to 8 years of experience in IT service delivery, end-user support, or desktop management within a large organization.
• Demonstrated experience providing VIP/executive IT support and managing high-priority incidents.
• Hands-on experience in managing IT assets, endpoint devices, and collaboration tools (Microsoft 365, Teams, etc.).
• Proven ability to coordinate with vendors and ensure SLA compliance.
• Experience with ITSM tools such as ServiceNow or ManageEngine is an advantage.

Maaden High Performance Competencies

• Strong technical troubleshooting and problem-solving skills
• Excellent communication and interpersonal abilities, with a customer-focused mindset.
• High degree of professionalism, discretion, and reliability when handling VIP support.
• Strong planning, time management, and prioritization skills.
• Ability to analyze service performance data and propose improvements.
• Familiarity with ITIL processes (Incident, Request, Problem, Change, and Asset Management).
• Team-oriented, collaborative approach with the ability to work effectively under pressure.
• Commitment to continuous learning and staying current with technology trends

Skills

• Strong interpersonal and communication skills to interact effectively with users at all levels, including executives.
• Proactive attitude with strong customer service orientation and professionalism.
• Ability to manage multiple priorities and work efficiently under pressure.
• Solid documentation and reporting skills for incidents, requests, and asset tracking.
• Experience in managing VIP and executive support with discretion and urgency.
• Strong collaboration and teamwork abilities to coordinate with internal IT teams and external vendors.
• Excellent time management and organizational skills to balance operational and project activities.