Senior Associate Service Delivery Specialist

Key Responsibilities:

• Assists with the management of the shift roster and ensuring that all operations metrics are monitored.
• Assists with ensuring that shift handover processes are adhered to and managed.
• Assists with the management of shift escalations from clients.
• Dashboards all key Metrics and manages the about to be breached situations.
• Contributes to ensuring that services are meet the stated service level agreement (SLA) levels.
• Ensures that the operational deliverables enable cost effective, client centric delivery that meets SLAs.
• Monitors the operational effectiveness of support services and develops and implements the required improvement plans.
• Balances the needs of the client with the strategic direction of the company.
• Understands the core issues affecting the client and works with the relevant service teams to resolve.
• Helps to identify the needs, risks and issues and proposes appropriate solutions and courses of action.
• Provides input to Operations Managers and Service Managers during client reviews (for example, report on service volumes and metrics).

Required experience:

• Bachelor's degree or equivalent in Information Technology or Computer engineering or related field.
• Over 4 years in System Engineer or related field.
• ITIL foundation certification is preferred.
• Work experience in service delivery within a large scale (preferably multi-national) technology services environment.
• Experience gained in a service delivery environment including technical and service management exposure.
• Experience in managing customer escalation situations and objection handling.
• Demonstrated support operations experience.