Service Delivery Specialist
CurrentCurrent Key Responsibilities include:Driving Revenue Growth:• Increase the value proposition of the customer’s account within services & operations.• Ensure effective service delivery and account growth, expanding offerings within the customer’s account.• Manage customer retention through tender cycles and accurate contract management.• Identifying, developing and maintaining business relationships with decision makes & influencers.• Creating innovative ways of delivering service & operations better, faster and smarter.• Cultivating and developing new business and revenue streams to improve business & operations.• Identify and drive risk areas proactively.Profitability Improvement:• Deliver financial performance, monitor and manage revenue and operational profit performance.• Conduct profitability analyses in conjunction with technical and operations divisions.• Manage financial revenue and costs and prepare annual budgets.Customer Experience Transformation:• Ensure service delivery according to contractual service levels agreements.• Manage strategic operations according to scope of work requirements.• Manage seamless integration of new equipment and customers, from planning to handover.• Conduct regular effective customer reporting and account management reviews.• Deliver, manage and measure customer satisfaction.• Conduct and manage regular stock control.• Identify and drive risk areas proactively, including dependencies from customers.• Maintain an accurate asset databases. Employee Excellence Development:• Develop staff to ensure that appropriate skills exist and maintain effective staff utilisation levels.• Maintain standard operation processes, and standard operation instructions.• Manage HR related queries in line with policies and procedures.• Manage leave provision with minimum impact to business.• Drive a culture aligned with the company’s strategy regarding the purpose, vision, values and goals.• Recruit & manage staff.
