Operational Service Delivery Specialist

3 days ago


Mumbai, Maharashtra, India NTT Full time

Deliver Exceptional Client Services

The Senior Associate Service Operations Specialist is a key role within our service delivery team, responsible for ensuring seamless execution of operational activities and processes to meet business needs and client expectations. This position plays a critical part in driving service excellence and efficiency.

Main Responsibilities:

  • Collaborate with internal teams to plan, coordinate, and monitor operational activities, ensuring alignment with approved operational plans and continuous improvement initiatives.
  • Lead the management of shift roster and operations metrics, guaranteeing effective and efficient service delivery.
  • Assist in managing shift handover processes, client escalations, and other operational challenges.
  • Dashboards and manages key performance indicators, identifying potential breaches and implementing corrective actions.
  • Contribute to ensuring services meet stated service level agreements (SLAs), driving cost-effective and client-centric delivery.
  • Maintain operational deliverables that enable efficient and SLA-compliant service delivery, meeting business requirements.
  • Monitor the operational effectiveness of support services, developing and implementing improvement plans to enhance overall service quality.
  • Balances client needs with company strategic direction, making informed decisions to drive business success.
  • Understands core client issues and works closely with relevant service teams to resolve them effectively.
  • Identifies needs, risks, and issues, proposing appropriate solutions and courses of action to mitigate or capitalize on opportunities.
  • Provides input to Operations Managers and Service Managers during client reviews, focusing on service volumes and key metrics.
  • Performs additional tasks as required to ensure smooth service delivery.

    Key Skills and Qualifications:

    • Candidates should possess excellent customer service focus and strong communication skills, enabling them to prepare clear and concise reports for operations leaders.
    • Ability to work in a fast-paced and deadline-driven environment, demonstrating adaptability and resilience.
    • Strong team leadership skills, with the ability to build, manage, and foster a collaborative and supportive team culture.
    • Analytical and problem-solving skills, with the capacity to think creatively and develop innovative solutions.
    • Ability to quickly grasp delivery processes and related systems, leveraging this knowledge to drive service improvements.
    • A developing ability to analyze, design, and improve operations processes, driving efficiency and service excellence.

    Education and Experience:

    • A Bachelor's degree or equivalent in Information Technology or Business Administration, or a related field.
    • Prior experience in service delivery, preferably in a large-scale technology services environment, is highly desirable.
    • ITIL foundation certification is preferred but not essential.


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