Service Delivery Specialist

Role Summary:
The jobs in this level will provide routine and non-routine support in the provision of basic project delivery typically involving the coordination of relatively simple tasks and processes, or the initiation and chasing of actions to meet operational deadlines and in some cases can handle more advanced issues.

Responsibilities: (Essential Duties and Responsibilities include the following Or other duties may be assigned which are necessary for the smooth and continued operations of the unit Order management.

• Schedule, plan for resources, monitor, control, undertake processing activities and close tasks / handle end-to-end simple to medium orders / work orders as required for the efficiency of business needs - Proceed with the validation phase of orders as needed to meet requirements
• Dispatch milestones to subordinates to allocate accountabilities efficiently
• Monitor orders activities and take actions as needed to ensure compliance with plan and preset requirements
• Monitor compatibility between customer requirements/customer information and data showed/filled/updated on system to ensure compliance of information at all times
• Handle complicated issues raised by specialists and provide support as needed utilizing the technical know-how where possible to solve customer complaints/requests
• Identify and define, where applicable, day to day problems within orders, suggest corrective actions and solve issues where possible and refer upwards for advice/guidance as needed
• Find new solutions when needed in cooperation with vendors / TE to accelerate and enhance achievements of tasks / orders
• Measure and analyze KPI’s, document risks identified, and recommend solutions where necessary based on pre-set guidelines to ensure the effectiveness of implementation
• Coordinate with vendors for the procurement of needed equipment and utilities and maintain good relationships with vendors for the benefit of the business
• Provide needed training and coaching to specialists to ensure consistency and efficiency of operations leading to customer satisfaction
• Generate reports and schedule status meetings on a daily basis / as needed to record achievements and to inform management of specific issues/installations progress/improvement opportunities / suggested corrective actions
• Maintain reports/records as per policies and procedures to ensure orders tracking
• Conduct basic analysis on orders reports to analyze achievements and highlight points to consider Project management
• Follow-up day-to-day project activities reports/deliverables/assignments with concerned stakeholders and continuously update records in-line with established procedures and track progress to ensure compliance with plan/contractual requirements/SLA’s requirements
• Prepare support documents to provide efficient support to projects as require
• Dispatch milestones to subordinates to allocate accountabilities efficiently
• Schedule, plan for resources, monitor, control undertake routine processing activities and close tasks / orders as required for the efficiency of business needs
• Identify and define, where possible, day to day problems within projects, suggest corrective actions and solve issues where possible and refer upwards for advice/guidance as needed
• Gather and summarize information on project activities and prepare standard daily reports to keep management informed of progress.