Job Title: Service Delivery Specialist
Department: Information Technology
Reports To: Service Operations Manager
FLSA: Exempt
Status: Full Time
Work Location: Silver Spring Maryland (Hybrid)
OVERVIEW:
The Radio One story began simply with a dream and one radio station. Forty years, 13 markets, and 70+ stations later, we are an urban media empire, spanning multiple media platforms. We are in your ears with Reach Media/Radio One, on your televisions with TV One, and may even be the name behind your favorite website, with our digital platform Interactive One. Information is power, and our mission here at Radio One, Inc. is simple, to be the most trusted media source in the African American community. At Radio One, we pride ourselves on hiring people who are dedicated and continue to challenge the norm, while embracing a corporate culture built on creativity and passion. We are our employees’ biggest fans, and it is our daily mission to attract, develop, and retain the brightest stars in the business.
The Service Delivery Specialist is responsible for ensuring that IT services are delivered effectively, efficiently, and in alignment with business needs. This role collaborates with key IT areas to ensure service performance and availability targets are met. The role will lead key ITIL processes including Change Management, Problem Management, Root Cause Analysis, and Knowledge Management. The ideal candidate will be a strong communicator with excellent stakeholder management abilities and a deep understanding of IT service operations.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Ensure the performance of IT services match the defined use cases
- Monitor service availability, proactively address risks, and drive continuous service improvement.
- Maintain strong working relationships with internal teams and external service providers to ensure smooth delivery of services.
- Oversee and manageChange Management, ensuring changes are assessed, approved, and implemented with minimal disruption.
- LeadProblem Managementby facilitating investigations, coordinating Root Cause Analysis (RCA), and ensuring long-term corrective actions are implemented.
- Collaborate with Incident Management teams to support timely, effective resolution of high-impact issues.
- Manage and mature theKnowledge Managementprocess, ensuring documentation is accurate, accessible, regularly updated, and used effectively to support faster resolutions and better decision-making.
- Develop, track, and report on KPIs and service metrics that measure the performance of IT functions across the organization.
- Provide regular dashboards, trend analyses, and performance insights to leadership and stakeholders.
- Identify areas of underperformance and lead initiatives to improve operational efficiency.
KNOWLEDGE/SKILLS/ABILITIES:
- Detail-oriented with a focus on service quality and reliability.
- Proactive and adaptable in fast-paced environments.
- Analytical, with strong problem-solving capabilities.
- Customer-focused mindset with a passion for improving service outcomes.
- Strong knowledge of the ITIL framework (ITIL certification preferred).
- Demonstrated experience managing IT service delivery in a multi-team IT environment.
- Hands-on experience with ITSM/ticketing systems (e.g., ServiceNow, Jira Service Management, Remedy, etc.).
- Excellent communication and interpersonal skills, with the ability to translate technical details for non-technical stakeholders.
- Proven conflict resolution and negotiation abilities.
- Strong stakeholder management experience, with the ability to influence and collaborate across teams.
- Effective time management, organizational, and prioritization skills.
EDUCATION and/or EXPERIENCE:
Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience). Preferred Certifications:ITIL Foundation Certification
