Service Delivery Administrator

The Service Delivery Administrator assists the Service Delivery team to meet and exceed its obligations regarding Service Levels and performance, by providing administrative support to the team. Key position goals include Providing excellence in customer service to internal

stakeholders. Working with all internal stakeholders to deliver outcomes for the service delivery

team. Assisting the Service Delivery Manager with specific Customer facing service outcomes

and also assisting in maintaining Managed Service Customer’s documentation

Responsibilities:

• Participate in Operational meetings to assist in driving Customer service outcomes, record actions & update plans.
• Assisting Service Delivery Managers with coordinating activities, such as scheduling Field Services when required.
• Assist with coordinating meetings between internal stakeholders or customers related to service delivery.
• Reviewing tickets to identify and report on aged tickets, potential SLA breaches, and problems.
• Escalating SLA concerns to internal stakeholders for action.
• Monitoring service delivery performance metrics and identifying areas of improvement or attention to focus.
• Respond to client inquiries in a timely and professional manner.
• Assist SDM Team Leaders in administrative support as directed.
• Act as a point of escalation during business hours for Service Delivery Managers.
• Conduct scheduled data collection for designated clients monthly.
• Conduct monthly reporting tasks service delivery managers where the appropriate instructions and documentation has been provided.
• Working with Service Delivery team members to identify and fill knowledge management gaps.
• Comply with company information security policies and procedures at all times.
• Maintain the operational documentation for assigned Managed Services Customers.
• Assisting the rest of the Service Delivery team with their clients when required (Annual leave, Personal leave, high workload).
• Maintain positive relationships with Service Delivery Team members.
• Maintain positive relationships with key stakeholders within the company teams.

To be successful in this role, you will have:

• Proven ability to deliver excellent customer service.
• Proficient in MS Excel, MS Word, MS PowerPoint.
• Excellent written and verbal communication skills.
• Strong documentation skills.
• Team orientated.
• Stakeholder management.
• Ability to work well under pressure.
• Familiarity with ITIL is desirable.
• Enthusiastic and self-motivated.
• Attention to detail.
• Willingness to learn and develop new skills.
• Dedicated and able to work to deadlines.
• Able to work both as part of a team.
• Able to take responsibility for own actions and performance.