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Service Delivery Co-Ordinator

Location: India

Job Purpose

The incumbent is responsible for successful service delivery – manage service delivery SLA achievement and high level of customer satisfaction (in support with SDMs), SDMs to make sure that they have at least 2 succession plans readily available in case of any FTEs resignation or separation.

Duties and Responsibilities

  • Successful service delivery – manage service delivery SLA achievement and high level of customer satisfaction (in support with SDMs)
  • Monitor overall performance of services and timelines to deliver.
  • Good communication around issues and opportunities get things done, make things happen.
  • Building, maintaining and analyzing service reports to address any possible delays before it occurs.
  • Distribute service reports Daily/ Weekly/ Monthly to key internal personal and clients and raise any potential risks/issues.
  • Removing all obstacles to customer satisfaction and / or financial performance.
  • Communicating across organizational boundaries – from ground team through to executives.
  • Following up, escalating and taking action if service delivery is not meeting expectations.
  • See upcoming issues proactively & be ready with the possible solutions.
  • Working with the client delivery teams along with FSO teams to identify and manage service improvement activities.
  • Propose any amendments/ideas to improve processes & to keep customer delight for long run.
  • Develop and implement processes with client to ensure effective information flow to speed up delivery timelines.
  • Ensuring operations teams are aware of changes and are prepared.
  • Building a healthy professional relationship with key client team members & should connect with them on weekly / Monthly basis (call/face to face)
  • Collaborating with senior management and key account manager on client account management and growth.
  • Need to make sure that the attendance of all FTEs are placed in the projects is 100%.
  • Make sure every assigned project has sufficient pool of backfills to cover the primary.
  • Fortnightly/ Monthly connect with all the FTE.
  • Make sure all the FTE meet the guidelines as per the SOW.
  • SDMs to make sure that they have at least 2 succession plans readily available in case of any FTEs resignation or separation.
  • Backfill succession plan should also be readily available & make sure no site stays ideal in the assigned projects
  • Make sure that the service escalation level is less than 1%.
  • Make sure related (Internal + External) teams are looped in immediately as soon as escalations is received & they start working towards normalization of services.
  • SDMs to make sure that BCP is initiated in case of any Incident & service continuity is not effected.
  • SDMs to inform Senior Management team immediately & share the updates in the timely manner.

Qualifications

  • Diploma in either project management or engineering or Prince 2 certification

Experience Required

  • At least 2 to 3 years project management/ service delivery management
  • CRM (workflow systems)
  • Maintain in-depth knowledge of product offering.

Skills and Abilities

  • MS Office suite including MS Visio, MS Projects and advanced Excel skills & Presentation skills.
  • Decisive: must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery.
  • Must be able to communicate & partner with other departments and contractors to achieve targets.
  • Customer management: tactful, resolute and committed to providing excellent customer service.
  • Ability to deliver technical presentations competently.
  • Must be good in reporting & converting it into a meaningful deck.
  • Must be able to interfaces with customer “executive” level management on a regular basis.
  • Delivering results: ability to plan and organize self and work in order to achieve objectives and targets.

Professional Certification

  • Minimum ITIL V3 Certified.

Competencies

  • Integrity & Sincerity
  • Accountability
  • Excellent Communication skills
  • Think & Act Smart
  • Proactive – Takes initiative
  • Out of box thinker
  • Ability to Influence/ Convince
  • Aggressiveness
  • Flexibility
  • Attention to Detail
  • Building Partnerships
  • Building Trust
  • Perseverance
  • Energy Level
  • Interpersonal Skills
  • Technical Expertise

Competencies

  • Excellent communication and reporting skills
  • Self-starter and self-motivated, willing to put in extra time
  • Clinical and attentive to detail
  • Solution driven; able to react quickly and resolve issues so that the workflow can continue
  • Must be able to perform under pressure
  • Must be able to persuade and influence others
  • Good relationship builder with strong diplomacy skills
  • Must aspire to a culture of service excellence
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