Service Delivery Associate
Service Delivery Associate
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Job Description
The Role:
The SDA is part of the wider Service Delivery Management team.
They will work closely with the Service Delivery Managers and be a key contributor to managing the performance of services provided to clients as per agreed contracts ensuring service levels are achieved.
The SDA will engage in a number of activities including driving improvements and reporting on performance. They will also support the wider Service Delivery Management team by assisting with reporting promoting the use of standard documentation and generally supporting where required.
Key Responsibilities:
- A full understanding of the service capabilities within their area of responsibility
- Increase customer loyalty and satisfaction by developing strong working relationships with customers
- Identify improvement opportunities and process gaps and work alongside the relevant support groups and customers to make changes and realise benefits
- Ensure that Service Levels comply with contractual deliverables on a daytoday basis.
- Facilitating a prompt response to requirements in line with customer expectations.
- Scheduling a team of technical resources in a professional and flexible way which will always ensure suitable cover for both project work and customer support.
- Attend meetings as required to discuss delivery of the service within their area of responsibility
- Contribute to the overall development of the companys internal systems and customer base.
- In addition to the above duties and responsibilities the post holder must be prepared to undertake such additional duties which may result from changing circumstances but which may not of necessity change the general character or level of responsibility to the post.
- Responsible for contributing to Service Management Reports
- Attend Service Delivery team meetings and calls
- Support the SDMs as required
Qualifications :
Essential Criteria
- Service delivery experience
- Staff management experience
- Experience of Service Level Agreements (SLAs) within a Managed Service Contract
- Articulate and a clear communicator
- Be a customer advocate
- Attention to detail
- Flexibility in approach
- Good team player
- Assertive without being aggressive
Desirable Criteria
- ITIL foundation
- Have the ability to converse technical terms and definitions to nontechnical personnel
- High Level awareness of Infrastructure technologies and their capabilities within an Enterprise environment.
- Have the ability to absorb technical details and translate them into how they impact Service specifically.
- Enthusiastic and committed
- Interested in Continual Service Improvement
- Experience and awareness of the processes and procedures within Telefnica Tech Enterprise Health Service
Additional Information :
We dont believe hiring is a tick box exercise so if you feel that you dont match the job description 100% but would still be a great fit for role please get in touch.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
