Senior Specialist, IT Services Delivery II

Job Purpose

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

Minimum Experience

Maaden High Performance Competencies

Skills

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