Service Delivery Specialist

2 months ago

Noida, India HCLTech Full time

Service Delivery Coordinator


ORGANISATION

International Operations


FUNCTIONAL AREA

Service Delivery


REPORTS TO

Service Delivery Coordinator Team Leader


Candidates can share your updated profile to s.vino@hcltech.com with below given details.


Total years of experience _Service delivery _coordinator:

Current CTC:

Expected CTC;

Notice Period:

Job Description:


PURPOSE OF ROLE


• Responsible for coordinating the steady state service delivery to multiple client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.

• Delivering service that meets SLA and delights the customer

• Developing strong internal and external relationships

• Cost control through a proactive financial approach

• Assisting the Service Delivery Manager in the transforming and growing the business


Operational responsibilities:


  • Act as a customer and internal point of contact for assigned contracts
  • Be responsible for the effective co-ordination of external / internal queries / escalations
  • Ensure feedback from the client is sent to the management team to drive the improvement of services
  • Support of asset management database to agreed data quality levels
  • Carry out quality checks to ensure quality standards are maintained
  • Responsible for the achievement of the contracted SLAs and meeting internal KPIs
  • Have general knowledge of internal tools, systems and platforms.
  • Responsible for coordinating end to end MACD Move Add Change Delete
  • Liaise between customer and Supply Chain and logistics teams.
  • Responsible of maintaining the documentation up to date.
  • Plan Service Improvement, including Root Cause Analysis
  • Coordinate and gather Financial data for monthly billing reconciliation.
  • Contribute to the P&L performance
  • Have general knowledge of structural workings and what we sell.
  • Provide necessary support for contract change management
  • The management of emails, phone calls to be done professionally and timely

Maintain standards when using Hub sites.



Background, skills, experience and qualifications:


Excellent communication skills

Ability to work collaboratively and lead in a fast-changing and flexible environment

Ability to prioritize activities and tasks effectively

Demonstrable ability to operate at prime customer contact level

Experience with cross-functional working

Advanced knowledge of the Office Package

Proven track record in the delivery of high quality customer service

Ability to work as part of a flexible, fast-changing environment

Fluent in English

Desirable Experience

Knowledge of Visio & MS Project

Experience with delivering complex projects

ITIL (or similar) to minimum foundation level

Lean 6 Sigma Qualification (or similar)

Process and Quality Management

Good commercial awareness

Additional Requirements:

Willingness to travel



Relationships

Finance –Technical Communities – Service Desk- Service Delivery – Commercial – Supply Chain – Transition - Asset Management Coordinator –in Country – Internal Customer – End Customer

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