Service Delivery Administrator Jobs

Key Roles and Responsibilities:

• Ensure the administration of client complaints being managed by the service delivery team.
• Coordinate meetings with clients, vendors, and other internal/external stakeholders.
• Collate management information needed to update and produce client service reports and internal reports.
• Adhere to governance procedures for all non-standard procedure establishment requests and co-ordinate the process or work instructions within release management procedures.
• Ensure the achievement of all deliverables using best practices against agreed service level agreements and key performance indicators.
• Maintain the accuracy of operations and/or procedure manuals and schedules and facilitates annual reviews of all manuals for the team.
• Support the service delivery team by obtaining the right information to satisfy client requirements.
• Assist with the completion of incident reports, meeting notes and other client communication as required and approved by the relevant stakeholder(s).
• Identify and implement process improvements to ensure optimal delivery engagement and advise the relevant stakeholders accordingly.
• Engage with service delivery groups to ensure the seamless delivery of procedures.
• Support the management all updates for contracted accounts within the team’s portfolio and facilitate and ensure the timely implementation of standard changes within client accounts.
• Publish updates of operations and/or procedure manuals to stakeholders using release management communication channels.
• Assist with day-to-day filing, portal management and maintenance of client records, working with the Legal team to ensure that client contracts are maintained in document management systems.

Academic Qualifications and Certifications:

• Certifications required: ITIL
• Bachelor's Degree in IT/Computing (or demonstrated equivalent work experience)

Requirements:

• Must be able to write and speak fluently in English
• At least 3 years of working experience is required for this position