Service Delivery Specialist

Governance & ROI Tracking: Lead end-to-end automation governance, tracking ROI, lifecycle metrics, and performance of AI agents and RPA (Robotic Process Automation, Scripts, AI/Agent) initiatives.Support-Level Optimization (Shift-Left): Analyze ITSM ticket patterns and standard operating procedures and highlight the requests to convert manual L1/L2 support interventions into automated L0 self-service workflows.KPI & Executive Reporting: Formulate operational metrics (utilization, quality, effectiveness) and deliver monthly AI and automation governance dashboards for IT leadership.Technical & ITSM Expertise:Mandatory : ITIL Certified, Governance, Service Delivery Management (ITSM)Hands on Experience : Scripting (Python or Powershell), Agentic AI, AutomationOptional : Appscript, API Integration, KPI & DashboardCross-Functional Consulting: Act as an internal advisor to regional managers and Centers of Excellence on AI agent capabilities, automation feasibility, and best practices.