Service Delivery Specialist Job

Mission Details

• Oversees the development and maintenance of Service Level Agreement and charging mechanisms for the services provided.
• Ensure constant engagement with the key stakeholders in Business Units to ensure ongoing maintenance of the Service Level Agreements.
• Establish timely reporting (e.g. monthly, ad-hoc reporting) and ensure information produced for reporting is aligned to SSC and/or Business Units demand.
• Monitor service delivery and ensure that failed service levels are escalated, analysed, resolved and followed-up on a timely basis.
• Monitor accurate and timely reporting including Power BI maintenance.
• Work closely with other teams within the SSC to ensure seamless coordination of services.
• Manage performance and career development of team members.
• Allocate resources and responsibilities across team members.
• Monitor resource utilization and ensure balanced workload among team members.
• Manage stakeholder governance meetings including planning, organizing and driving with key team members.
• Introduce and manage service line activities for shared service center including service catalogue, Standard Operating Procedure (SOP), customer survey, and backup framework.

Required Profile

• Recognized degree in Information Technology, Finance, Accounting or relevant disciplines.
• 5 - 7 years relevant work experience with at least 2 years in a supervisory position.
• Experience in Shared Services Centre will be preferred.
• Exposure in large and reputable organizations would be an added advantage.
• Experience in Customer Relationship Management roles would be an added advantage.
• Experience in:

1. Defining and managing SLAs and contracts.
2. Reporting Tools and Analysis.

• Good command of English with excellent written and verbal communication skills.
• Proficiency in SAP system, Power BI and computer applications (Microsoft Office applications - Outlook, Excel, Word, PowerPoint, etc.).
• Strong team management, negotiation and problem-solving skills.
• Excellent commercial knowledge of the business area and local financial environment.
• Strong communication and interpersonal skills and ability to interact well with all the process actors in the chain.