Service Management Delivery Specialist
2 weeks ago
What you’ll do
The Service Management Delivery Specialist delivers activities across the business cycle phases: sell, build, run. Commencing with customer engagement and identifying business growth opportunities based on the customer needs and capabilities. They create a commercially viable business case, overseeing the transition of business cycle phases into BAU and ensuring the service is delivered as per agreed SLAs and KPIs through regular reporting and formal Service Management Delivery Specialist has a good understanding of established concepts and procedures in continuous improvement of the customer service, managed via service improvement and service development plans. And they focus on managing the customer relationship to ensure they receive the contracted service to the standard required throughout the contract term.Typically reports to the Service Management Delivery Manager.
Who you are
* Performs tasks related to the financial governance of the internal customer portfolio including charging and budgeting of respective services (ensuring consistency of the final recharge values signed with the customer);
* Supports the team to deliver activities related, but not limited to continuous improvement of the customer service, managed via Service Improvement plans;
* Supports service reporting, trending and presentation at service reviews by delivering administrative activities;
* Ensures client service experience is forefront of activities;
* Delivers assigned tasks ensuring Vodafone delivers the value it has contracted to provide the customer through regular Service Reviews;
* Delivers tasks assigned by superiors related to the identification of the business growth opportunities and creation of opportunities pipeline;
* Supports with the preparation and sign off of the business case relating to the service, coordinating with Sales Management colleagues on the end-to-end bid management cycle;
* Receives and manages service escalations and manages the customer improvement plans to ensure customer satisfaction;
* Effectively interacts with colleagues in generating, updating and managing account plans and account development plans;
* Maintains the relationships with customers, Sales and Customer Operations teams, outsourced providers and partner organisations to ensure the service standards to the customer;
* Demonstrates a good understanding of service management and delivery procedures and concepts through extensive experience;
* Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.
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