Service Delivery Officer at eTranzact

Key Responsibilities

• Manage high-performing service support functions (IT Service Desk & Technical Support)
• Own and drive Incident, Request & Escalation Management processes
• Lead coordination and resolution of major incidents
• Monitor and improve service delivery performance and standards
• Provide accurate reporting and recommend service improvement initiatives
• Collaborate with internal teams and third-party vendors to enhance service quality
• Facilitate effective stakeholder communication during incident resolution
• Ensure systems, processes, and methodologies support operational excellence
• Address client concerns and continuously improve user experience

Requirements

• B.Sc./HND in a Technology or related field
• Minimum of 2 years’ experience in a similar role
• Strong knowledge of IT Service Management (ITSM)
• Experience in Service Desk or Technical Support environments
• Excellent communication and customer service skills
• Strong organizational, leadership, and time-management abilities
• ITIL or ISO 20000 certification/knowledge is an added advantage