Service Delivery Specialist

2 semanas atrás


Manaus AM, Brasil beBeeServicemanagement Tempo inteiro

Job Summary: Our organization seeks a professional to oversee the delivery of services, ensuring seamless execution and client satisfaction. Ensure service delivery adheres to established processes and protocols. Develop effective communication strategies for various levels of client stakeholders. Manage risks and issues related to client service delivery. Track action items through to closure and document key decisions. Maintain comprehensive release schedules and regularly communicate them to clients. Optimize resource utilization to meet client project margin targets. Effectively prioritize tickets and escalations to manage demand. Establish recurring governance meetings with clients, preparing necessary materials. Review key service reports and metrics with clients to ensure aligned expectations. Be a proactive contributor in a 24x7 support environment, working flexible hours and monitoring email outside standard business hours. Drive continuous service improvements by providing feedback on improvement opportunities to internal teams. Set an example for peers and technical staff, striving to meet and exceed performance standards and targets. Align with clients' business strategies and needs to provide relevant and valuable services. Collaborate closely with regional managers to ensure the right skills are available to serve clients. Monitor response, update, and resolution SLAs to deliver high client satisfaction. Understand clients' environments and ensure operational documentation reflects changes. Provide expertise during client service transitions. Contribute to the reporting and measurement of performance management targets. Communicate effectively across organizational boundaries. Assist in knowledge transfer from key client stakeholders to our team. Act as a point of contact for client emergency situations and escalation management.


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