Service Delivery Associate

About the role

The Group IT Service Operations team aims to deliver a high-quality service and experience to end users, using digitization, data analytics, intelligent process automation and agentic AI workflows. The Service Delivery Associate supports the delivery of IT services, operational processes, asset management and workplace technology services, working closely with users, vendors and IT teams so that service requests are handled efficiently, records are kept accurately and workplace technologies stay available and reliable.

Key responsibilities

• Support daily IT service delivery and service management, monitoring and coordinating service requests and incidents for timely resolution and SLA compliance
• Maintain and improve ServiceNow service catalogue items, workflows, forms and knowledge articles; support change management, user communications and service advisories
• Assist in service reporting, operational reviews and continuous improvement, and maintain operational procedures, documentation and records
• Create and maintain knowledge base articles, user guides and operational documentation, and promote self-service support
• Coordinate IT asset issuance, return, transfer and inventory tracking, maintain asset records, run stock-takes and audits, and support asset refresh, recovery and disposal
• Support meeting room and collaboration technologies: routine checks of conferencing devices, AV equipment and displays, basic troubleshooting, vendor escalation and setup for meetings, training and events
• Maintain operational dashboards and reports, support audits and compliance, and help ensure adherence to IT policies and standards

Required profile

• Diploma or degree in Information Technology, Computer Science, Information Systems or a related discipline
• 1-3 years of experience in IT support, service desk, service delivery or IT operations; fresh graduates with relevant internship experience are welcome
• Strong communication and documentation skills, good organisational skills, positive attitude and willingness to learn

Required skills

• Basic understanding of ITSM processes and principles
• Familiarity with ServiceNow or similar ITSM platforms is an advantage
• Exposure to Microsoft 365, Microsoft Intune, endpoint management or workplace collaboration tools is beneficial
• Basic understanding of computer hardware, operating systems, mobile devices, networking and audio-visual technologies
• Ability to troubleshoot workplace and meeting room technology issues; IT asset management experience is an advantage