Service Centre delivery specialist

Job Title: Service Centre delivery specialist
Contract Type: Contract
Location: Reading, Berkshire
Salary: Up to £24000.00 per annum
Start Date: asap
Reference: 72515-ADMIN-KAB_1537536988
Contact Name: Karen Brown
Contact Email:
Job Published: September 21, 2018 14:36

Job Description

My Client a global technology company are looking for an experienced Customer Service expert who has a bachelor Degree and 2+ years of relevant experience
ITIL Foundation Cert and Microsoft Certified Professional certification desirable

Role Purpose
Aligning the mission of the Service Centre, to the Premier service needs of our customers through centralisation, delivery efficiency, accuracy, established expertise and consistency in experience. A Service Centre Delivery Specialist will deliver high quality service(s), assist with defining as well as identifying continuous improvements of service definitions, workflow processes and appropriate onboarding and support of delivery specialists.

Delivery Execution & Operational Excellence
Drive Delivery Excellence & Operational Excellence for Delivery personnel, by delivering Service Centre catalogued services following defined work instructions with high quality and within the defined Service Level Agreement/Operating Level Agreement (SLA/OLA) targets

Drive Efficiency
Contribute to organisational efficiencies and consistent experiences for our Microsoft Delivery Community and customers

Business Impact
Identify opportunities to positively affect/impact business results and customer experiences

Key Deliverables & Responsibilities:
1.Delivery of following services (but not limited to):
-Assist the Delivery personnel in identifying reactive customer cases that require their attention and action.
-Assist the Delivery personnel by distributing and delivering Security-related and Proactive Emails to Premier customers.
-Additional Premier services TBD

2.Assist Delivery personnel in providing a world-class service to our main enterprise customers and partners.
-Provide quality delivery of service centre catalogue items in line with catalogue process descriptions and SLAs through attention to detail, ownership of issues and follow-through. Deliver on service centre pilot services, per prescribed guidelines.
-Carry out regular quality reviews to ensure the processes are being followed and verify the quality of deliverables
-Ensure services are delivered to the agreed SLA's. Where issues occur, log them and take action per defined processes
-Ramp quickly on changes to tools and processes to ensure there is business continuity, during change.

3.Building Relationships
-Work with the Service Centre delivery leads and delivery managers to resolve escalations and to improve internal processes & policies
-Collaboration with Delivery personnel to deliver consistent and predictable delivery of services in the catalogue that contributes to high customer satisfaction
-Promote teamwork and collaboration through a positive attitude and effective communication. Participate in required meetings and other activities as required in order to support the Service Centre
-Promote cross-regional collaboration and support the global community, by sharing best practices and operational improvement opportunities to improve Service Centre Services.

4.Business & Technology Insights
-Understand the goals of the Service Centre and the Service(s) you provide
-Understand current business processes & tools which impact our service delivery and work with the necessary owners internally to resolve any issues, and fix processes.
-Identify issues that are systemic and report on key trends
-Provide feedback, recommendations and data that contributes to refinement of processes, and deliverables.
-Possess good technical expertise in relevant Microsoft technologies to quickly understand incidents and provide a high-level review to all stakeholders.

Service Specific Responsibilities:
Manage Axis Contract Decrement requests through Premier Billing Tools
Follow Workflow to determine type of request, pricing, contract/list rate for Axis Contract Decrement Requests
Close Axis Billing Pages for Axis Contract Decrement requests
Send Completion Email to TAM for Axis Contract Decrement

Supplier resources will manage and support the activities related to SAB Transfer and SKU Swaps requests following a well-defined workflow.
SAB incident requests should take priority over ALL other services as they can expire and may not be recoverable.
Receive Email from Requestor for Incident Transfer/SKU swap in RMS
Follow workflow to determine if request can be completed
Send out of scope, confirmation, or business rule violation email
Complete request utilizing workflow
Send Completion Email to TAM for SAB Transfer and SKU Swap requests