IT Operations / Service Delivery Specialist

Operations support role within the IT ODS team. Monitor and actively follow up on IT incidents to ensure timely resolution and clear communication, while helping maintain operational stability and continuity of IT ODS services. You continuously evaluate and improve support and CMDB processes, safeguard operational guardrails and compliance, bring structure through project planning and roadmaps, and keep product knowledge accurate and accessible across internal communication channels.

• Operations support: monitor and follow up on IT incidents for timely resolution and proper communication; safeguard stability and continuity of IT ODS services; improve the flow and quality of incident handling; continuously evaluate and improve support and CMDB processes.
• Guardrails & compliance: ensure the team adheres to IT ODS guardrails and operational standards; support regular updates and implementation; embed structured ways of working.
• Planning & structure: create and maintain project plans, roadmaps and structured planning for operational and improvement initiatives; track progress and ensure alignment with agreed deliverables.
• Knowledge & communication: keep IT ODS product information accurate, up-to-date and accessible across internal channels; improve documentation quality and usability; bridge operations and end-user communication.

• 3–5 years' proven experience in IT Operations / Service Delivery Management.
• Strong understanding of incident management processes — ITIL certification preferred.
• Experience with ITSM tooling, preferably ServiceNow.
• Structured, methodical way of working with experience in planning, coordination and project support.
• Strong communication skills, attention to detail, and a proactive, continuous-improvement mindset.
• Nice to have: complex enterprise IT environments; familiarity with compliance frameworks / operational guardrails; quick onboarding into an existing team.