Role Overview:
The IT Service Delivery Associate is responsible for ensuring the effective delivery of IT services across the organization, maintaining high levels of customer satisfaction, and aligning IT operations with business objectives. This role involves managing service performance, vendor relationships and continuous improvement initiatives, with a strong focus on supporting 24/7 mission-critical airport operations and compliance with aviation regulatory standards.
Key Responsibilities:
- Service Management:
- Oversee end-to-end IT service delivery, ensuring adherence to SLAs and KPIs.
- Manage incident, problem, and change management processes in line with ITIL best practices.
- Align IT operations with BCAS security standards ( Like PFME etc )for airport systems and data protection.
- 24/7 Operational Support:
- Ensure uninterrupted IT services for critical airport infrastructure and business systems.
- Establish and maintain on-call support schedules for round-the-clock coverage.
- Coordinate rapid response for major incidents and outages during off-hours.
- Implement robust monitoring and alerting systems to proactively detect and resolve issues.
Operational Responsibilities:
- Ensure uptime and seamless availability of user hardware and airline applications.
- Manage CUTE, BRS, CUSS, and airport-related technologies and projects.
- Lead new station setups and office relocation projects from initiation to implementation.
- Maintain documentation (network diagrams, major issues, RCAs).
- Coordinate with ISPs and HQ SMEs for network uptime and redundancy.
- Manage AV, conferencing, facial recognition attendance, CCTV setups, and other facility equipment.
- Track and close incidents and changes within SLA using ITSM tools.
- Forecast assets, optimize bandwidth, and deploy IT resources efficiently.
- Conduct stakeholder meetings to ensure high satisfaction.
- Drive resolution of complex incidents and escalations, acting as SME.
- Implement optimization initiatives for user computing systems.
- Develop maintenance plans for updates, patches, and upgrades.
- Interface with vendors for procurement and compliance with standards.
- Stay updated on emerging technologies and best practices.
- Collaborate with cross-functional teams (IT Ops, Security, App Support).
- Manage e-waste disposal processes.
- Travel to other sites/airports as required.
- Conduct periodic vendor performance reviews.
- Programs manage new site infrastructure setup (design, planning, implementation).
Stakeholder Engagement:
- Act as the primary point of contact for business units regarding IT service performance.
- Communicate service updates, outages, and improvement plans effectively.
Vendor & Contract Management:
- Manage third-party service providers and ensure compliance with contractual obligations.
- Monitor vendor performance and drive improvements where necessary.
Operational Excellence:
- Implement continuous improvement initiatives to enhance service quality and efficiency.
- Conduct regular service reviews and audits to ensure compliance and performance.
Team Leadership:
- Lead and mentor vendor's IT support team, fostering a culture of accountability and customer focus.
- Ensure proper resource allocation for projects and BAU activities.
Reporting & Analytics:
- Prepare and present service performance reports to senior management.
- Analyze trends to proactively address potential service issues.
KPIs for 24/7 Support:
- System Uptime: Maintain 99.9% availability for critical systems.
- Incident Response Time: Average response time within 15 minutes for Priority 1 incidents.
- Mean Time to Resolve (MTTR): Resolve critical incidents within 2 hours.
- SLA Compliance: Achieve 98% adherence to agreed SLAs.
- Customer Satisfaction (CSAT): Maintain a score of 4.5/5 or higher.
- Escalation Rate: Keep escalations below 5% of total incidents.
Qualifications & Skills:
- Bachelor's degree in IT, Computer Science, or related field.
- 2–8 years of experience in IT support or service delivery, preferably in aviation or critical infrastructure.
- Familiarity with ITIL processes and ITSM tools.
- Basic understanding of airport IT systems (CUTE, BHS, FIDS, CCTV, Access Control).
- Strong troubleshooting and communication skills.
- Ability to work in a 24/7 operational environment.
