高级服务交付专员
Senior Service Delivery Specialist
在gFiber，我们相信优质的互联网有力量推动创新、加强社区、实现不可能的事情，并完成所有让我们的世界运转的日常事务。创造更好的互联网的工作永无止境——所以我们正在成长！我们的团队致力于打造一个让希望有所作为的人能够发展事业并找到归属感的地方。
申请窗口将至少开放至2026年8月23日。根据业务需求，该职位可能在上述日期之前或之后继续在线开放。
此职位不提供移民担保。
职位描述：
高级服务交付专家将在推动IT支持服务的性能和持续改进中发挥关键作用，面向内部用户或外部客户。该职位将对支持台运营起到关键作用，确保符合SLA、KPI和组织目标的IT服务，同时追求运营卓越。
高级服务交付专家将在IT运营、业务利益相关者和技术团队之间起到桥梁作用，以确保高效的事件解决、高用户满意度和可靠的IT服务可用性。该职位还将协助与外部服务提供商和供应商建立关系。
在此职位中，您将：
- 领导、指导并帮助初级支持台团队成员和一级团队负责人发展。
- 实施并改进IT服务管理流程（ITSM）。
- 传达服务状态、风险和改进计划。
- 作为服务问题的主要升级点。
- 通过问题管理和变更管理识别根本原因并推动永久性解决方案。
我们最低要求您具备：
- 信息科技、计算机科学、商业或相关领域的学士学位。
- 7年IT支持或服务管理经验。
- 有指导初级IT支持工程师的经验。
- 有支持移动设备和/或笔记本电脑的经验。
- 有使用系统和工具的经验，如Okta、ServiceNow、Jira、Chrome和Mac。
我们更希望您具备：
- 能够用书面和口头方式向技术人员和非技术人员解释修复方案和想法。
- 能够与跨职能团队合作完成项目和其他任务。
- 有在快节奏支持台运营中的实际经验。
此全职职位的美国基本薪资范围为
查看英文原文
At gFiber, we believe that great internet has the power to drive innovation, strengthen communities, enable the impossible, and do all the everyday things that make all of our world go round. And the job of creating better internet is never done - so we’re growing! Our team is committed to building a place where people who want to make a difference can grow their careers and find their spot to belong.
The application window will be open until at least August 23rd, 2026. This opportunity will remain online based on business needs which may be before or after the specified date.
This role is not eligible for immigration sponsorship.
Role Description:
The Senior Service Delivery Specialist will be key in driving the performance and continuous improvement of IT support services to internal users or external clients. This role will be key in supporting desk operations, ensuring adherence to IT services aligned with SLAs, KPIs, and organizational goals while striving to achieve operational excellence.
The Senior Service Delivery Specialist acts as the bridge between IT operations, business stakeholders, and technical teams to ensure efficient incident resolution, high user satisfaction, and reliable IT service availability. This role will assist in fostering relationships with external service providers and vendors.
In this role, you’ll:
- Lead, mentor, and help in the development of junior Support Desk team members and Level 1 Team Leads.
- Implement and improve IT service management processes (ITSM).
- Communicate service status, risks, and improvement initiatives.
- Serve as the primary escalation point for service issues.
- Identify root causes and drive permanent resolution through problem and change management.
At a minimum we’d like you to have:
- Bachelor’s degree in Information Technology, Computer Science, Business, or related field.
- 7 years of experience in IT support or service management.
- Experience mentoring junior IT Support Engineers.
- Proven experience supporting Mobile Devices and/or Laptops.
- Experience with systems and tools, such as Okta, ServiceNow, Jira, Chrome and Mac.
It’s preferred if you have:
- Ability to use written and verbal communication to explain fixes and ideas to technical and non-technical audiences.
- Ability to work with cross functional teams to deliver projects and complete other tasks.
- Proven experience at fast pace Support Desk operations.
The US base salary range for this full-time position is between $122,500 - $197,200 + bonus + benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.
gFiber is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with Google's Candidate Privacy Policy. For more information please refer to our Equal Employment Opportunity Policy and the EEOC's "Know your rights: workplace discrimination is illegal" (PDF).
It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing ouraccommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.
Originally posted on Himalayas