Service Delivery Specialist

2 days ago

uttar pradesh, 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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