IT Service Delivery Specialist

About the role

Brilliant Computers is looking for a highly organised, proactive and customer-focused Service Delivery Specialist to support the coordination and delivery of services to customers. The role covers coordinating service requests, monitoring performance, communicating with customers and internal teams, managing operational activities and keeping accurate service records so that agreed service commitments are met on time. It suits someone who enjoys operational coordination, customer communication and service management.

Key responsibilities

• Coordinate customer service requests from receipt through completion, tracking open requests and escalating risks and delays
• Act as operational point of contact for customers, giving timely updates and supporting complaint resolution
• Monitor SLAs and service timelines, track response and resolution times, and prepare performance reports
• Coordinate schedules and resources, confirming availability and resolving scheduling conflicts
• Maintain accurate, confidential records and documentation for each service request
• Follow up on outstanding actions, vendor and third-party performance, and escalate persistent delays to the Service Delivery Manager
• Review completed services for quality, support continuous improvement and report on service reviews

Required profile

• Bachelor's degree, HND or equivalent in Business Administration, IT, Computer Science, Operations or Project Management, or another relevant field
• Experience in service delivery, customer service, IT operations, helpdesk, project or operations coordination, or technical support coordination
• Ability to work with service-management systems

Required skills

• Good working knowledge of Microsoft Office, especially Outlook, Word, Excel and Teams
• Strong coordination, communication, problem-solving and documentation skills