Service Delivery Administrator

Goals

• The Service Delivery Administrator assists the Service Delivery team to meet and exceed its obligations regarding Service Levels and performance, by providing administrative support to the team. Key position goals include:
• To provide excellence in customer service to internal stakeholders.
• Coordinating activities, resources, equipment and information associated with projects (Project Coordination)
• To work with all internal stakeholders to deliver outcomes for the service delivery team
• Assist the Service Delivery Manager with specific Customer facing service outcomes
• Assist in maintaining Managed Service Customer’s documentation 

Requirements

• The ideal candidate has provided administrative support to technical teams & some customer experience, preferably within a Managed Services or IT Integrator organisation.
• Some project leadership, Coordination and/or Delivery experience
• Proven ability to deliver excellent customer service.
• Proficient in MS Excel, MS Word, MS PowerPoint
• Excellent written and verbal communication skills
• Strong documentation skills.
• Team orientated.
• Stakeholder management
• Ability to work well under pressure.
• Familiarity with ITIL is desirable.
• Enthusiastic and self-motivated
• Attention to detail.
• Willingness to learn and develop new skills.
• Dedicated and able to work to deadlines.
• Able to work both as part of a team.
• Able to take responsibility for own actions and performance

Qualifications

•  ITIL Foundation v4 Certification (Mandatory)
• Service Now Experience (Mandatory)
• 6Sigma Yellow Belt (preferred, but not mandatory)
• Project Leadership, Coordination or Delivery experience (Minimum 2 years)
• Project Management related Certification/Course/Qualification, such as CAPM, PMBOK, PMP, (preferred, but not mandatory)

Responsibilities

• Participate in Operational meetings to assist in driving Customer service outcomes, record actions & update plans.
• Assisting Service Delivery Managers with coordinating activities, such as scheduling Field Services when required.
• Assist with coordinating meetings between internal stakeholders or customers related to service delivery.
• Reviewing tickets to identify and report on aged tickets, potential SLA breaches, and problems. 
• Escalating SLA concerns to internal stakeholders for action.
• Liaising with clients to understand project requirements, scope and objectives
• Preparing project timeframes, schedules for small/low-complexity projects.
• Managing project budgets, quality & timeliness of delivery
• Organising project related reporting
• Managing project time bookings for themselves & the project team
• Communicating with clients to provide updates on project status, risks & issues
• Monitoring service delivery performance metrics and identifying areas of improvement or attention to focus.
• Respond to client inquiries in a timely and professional manner.
• Assist SDM Team Leaders in administrative support as directed.
• Act as a point of escalation during business hours for Service Delivery Managers.
• Conduct scheduled data collection for designated clients monthly.
• Conduct monthly reporting tasks service delivery managers where the appropriate instructions and documentation has been provided.
• Working with Service Delivery team members to identify and fill knowledge management gaps.
• Maintain the operational documentation for assigned Managed Services Customers 
• Assisting the rest of the Service Delivery team with their clients when required (Annual leave, Personal leave, high workload)
• Maintain positive relationships with Service Delivery Team members.