Service Delivery Specialist
CurrentAs a Service Delivery Specialist, my main responsibilities include the following:Data protection and Privacy – Make sure that the policies, processes and procedures to protect customers’ data are maintained and followed at all times.Service level management- Implement, monitor and provide timely report to customers on service delivery metrics. Design and maintain internal dashboards and reports for KPI measurement.Availability management - Work closely with all key stakeholders within Daon to ensure the availability of IdentityX as a Service on a 24/7 basisCapacity management – Working closely with the DevOps team to ensure that all services have sufficient capacity available to them to meet customer goals and expectationsService Continuity - Support continuity mechanisms and procedures to meet the agreed business continuity targets. This includes regular testing both internal and external and associated reportsChange management – minimize the risk associated with changes by creating change models for recurring changes, simplifying standard changes and breaking bigger changes into smaller pieces that carry less riskProblem management - Working closely with the DevOps team to ensure P1 incidents are fully investigated to determine the root cause and corrective actions, feeding back to Engineering where appropriateIncident management - Ensure that incidents requiring Cloud Services attention are handled as appropriate focusing on restoring service as soon as possible.Service Management tooling - Make sure that the tooling is aligned to the process KPIs and make changes where necessary.Production readiness - Ensure that production readiness activities are completed before environments are handed over to clients.
