Service Delivery Specialist

2 weeks ago


Noida, Uttar Pradesh, India Fujitsu Full time

Job Description for Service Delivery Associate

Mandatory Agile Skills

  1. Service Process Lead will respond to contractual incidents, service requests, and complaints by identifying, monitoring, and recording information.
  2. Ensure the Knowledge Management process, procedures, and work instructions are adhered to by all relevant parties.
  3. Monitor and report on the effectiveness of the Incident Management procedures.
  4. Takes ownership for documenting and monitoring adherence to all account-related processes.
  5. Acts as a point of escalation and owns management of the processes leading to successful resolution of the escalated issue.
  6. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.
  7. Monitors performance through statistical reporting and analysis.
  8. Analyses and identifies areas of improvement to the service to ensure customer satisfaction.
  9. Prevents negative trends by properly raising and reacting to performance and progress gaps.
  10. Owns and accepts personal responsibility for customer problems and champions customer issues to resolution.
  11. BUILDING STRONG CUSTOMER RELATIONSHIPS
    1. BUILDS AND ENHANCES STRONG CUSTOMER RELATIONSHIPS AND ACTS AS AN ESCALATION POINT FOR THE CUSTOMER.
    2. LEADS THE PROBLEM MANAGEMENT ACTIVITIES WITHIN A STRUCTURED PROCESS FRAMEWORK (ITIL).

Supporting the Process Specialist in decisions for Problem ticket and Root cause analysis (RCA). Preparing of RACI Matrix. Facilitating cross-departmental collaboration necessary for Problem management. Evaluating and improving the Problem management processes. Responsible for Service Review Calls with Customer. Define KPIs with teams to ensure realization of ROI (Risk, Opportunities Issues) with adoption and user acceptance. Responsible to maintain escalation matrix (internal & external). Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA. Responsible to audit the Problem & maintain CPI score.



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