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Service Delivery Specialist

2 months 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 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