Position: Service Delivery Coordinator
Location: onsite in Lisbon Portugal
Employment type: Permanent
DUTIES AND RESPONSIBILITIES:
- Conduct Service Management Reviews: In collaboration with key Client stakeholders establish and maintain service management reviews to ensure Clients services and performance are aligned with the Customers business plans
- Coordinate regular contract reviews capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.
- Relationship Management
- Maintain visibility of overall Customer health ensuring regular reviews with key stakeholders to care for any red flag issues benchmarking on future opportunities and overall compliance of the contract.
- Manage Customer enablement duties such as provider portal overview training access requests and ongoing Customer needs
- Operational / Performance Management
- Manage Service Level assessment reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance delivery and finance for recommendations and service improvement plans when warranted
- Review Key Performance Indicators (KPIs) and provide action plans when necessary.
- In tandem with Operations and Service Delivery and the Customer continue to seek areas for process enhancements streamlining and driving improved performance collectively.
- Identify ongoing benefits opportunities and innovation for continual service improvement
- Provide accurate timely and professional reports to senior management for historical analysis account status and forecasting purposes
- Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested
- Participate in business meetings and general inputs in daytoday improvements
REQUIREMENTS:
- Bachelors / Masters degree or equivalent in a related field
- Power Point Excel Outlook Word Microsoft Team
- Excellent knowledge of Dutch and English (C1)
- Action Management
- Business Planning and Resource Management
- Financial & Budgeting Management
- Service Management Reviews and Performance.
- Contract review and account management.
- Manage Customer enablement duties and service level.
- Reporting and business meeting.
- Creativity and innovation
- Adaptability & Flexibility
- Vision and Strategy
BENEFITS:
- Permanent contract
- Competitive salary
- Private health and life insurance from day one in the company
- Working hours: Monday to Friday
- Onsite Work Module
- Meal allowance on card/voucher