Service Delivery Engineer

Job Summary

The Service Delivery Engineer ensures the smooth delivery of technical services across network, desktop, storage, and telco environments. This role is client-facing and requires strong communication, troubleshooting skills, and the ability to coordinate cross-functionally to ensure SLA compliance and customer satisfaction. Ideal for someone who is hands-on, proactive, and comfortable managing diverse technologies.

Key Responsibilities

• Build and maintain strong client relationships and act as the primary point of contact for service delivery matters.
• Ensure successful delivery of services across network, desktop, storage, and telco components.
• Achieve SLA targets and maintain high levels of customer satisfaction.
• Perform frontline troubleshooting and coordination for :
• Network issues (LAN / WAN, firewall, routing / switching)
• Desktop / End-user support (Windows / Mac, hardware / software, VIP support)
• Storage (SAN / NAS, provisioning, monitoring)
• Telco services (SIP / VoIP, circuits, carrier coordination)
• Communicate service issues, risks, and opportunities clearly and drive resolutions.
• Prepare service reports and participate in service review meetings with clients and internal teams.
• Maintain and update technical documentation, SOPs, and knowledge base.
• Conduct internal technical training sessions and self-learn new technologies and products.
• Remove obstacles that may impact service performance or customer satisfaction.
• Follow up proactively when services fall below expectations and ensure corrective actions.

Requirements

Technical Skills (Preferred)

Professional Skills

Soft Skills

Other