Service Delivery Administrator

The Service Delivery Administrator assists the Service Delivery team to meet and exceed its obligations regarding Service Levels and performance, by providing administrative support to the team.  Key position goals include:

• To provide excellence in customer service to internal stakeholders.
• Coordinating activities, resources, equipment and information associated with projects (Project Coordination)
• To work with all internal stakeholders to deliver outcomes for the service delivery team
• Assist the Service Delivery Manager with specific Customer facing service outcomes
• Assist in maintaining Managed Service Customer’s documentation

Requirements

Duties and responsibilities include:

·         Participate in Operational meetings to assist in driving Customer service outcomes, record actions & update plans.

·         Assisting Service Delivery Managers with coordinating activities, such as scheduling Field Services when required.

·         Assist with coordinating meetings between internal stakeholders or customers related to service delivery.

·         Liaising with clients to understand project requirements, scope and objectives

·         Preparing project timeframes, schedules for small/low-complexity projects.

·         Managing project budgets, quality & timeliness of delivery

·         Organising project related reporting

·         Managing project time bookings for themselves & the project team

·         Communicating with clients to provide updates on project status, risks & issues

·         Reviewing tickets to identify and report on aged tickets, potential SLA breaches, and problems.

·         Escalating SLA concerns to internal stakeholders for action.

·         Monitoring service delivery performance metrics and identifying areas of improvement or attention to focus.

·         Respond to client inquiries in a timely and professional manner.

·         Assist SDM Team Leaders in administrative support as directed.

·         Act as a point of escalation during business hours for Service Delivery Managers.

·         Conduct scheduled data collection for designated clients monthly.

·         Conduct monthly reporting tasks service delivery managers where the appropriate instructions and documentation has been provided.

·         Working with Service Delivery team members to identify and fill knowledge management gaps.

·         Maintain the operational documentation for assigned Managed Services Customers

·         Assisting the rest of the Service Delivery team with their clients when required (Annual leave, Personal leave, high workload)

·         Maintain positive relationships with Service Delivery Team members.

·         Maintain positive relationships with key stakeholders within the blueAPACHE teams

Pre-Requisites:

- ITIL Foundation v4 Certification (Mandatory)

-- Service Now Experience (Mandatory)

- 6Sigma Yellow Belt (preferred, but not mandatory)

- Project Leadership, Coordination or Delivery experience (Minimum 2 years)

- Project Management related Certification/Course/Qualification, such as CAPM, PMBOK, PMP, (preferred, but not mandatory)

Benefits

blueAPACHE continues to grow alongside some of Australia’s leading midmarket businesses, our valued clients. We continue to stay abreast of current technologies to maintain our competitive advantage, offering the opportunity to continually expand your technical expertise and provide an uncompressing offering to our clients. We recognise our people are our most significant differentiator.

• We offer options for you to interview virtually.
• blueAPACHE offers an environment to make a real difference, develop careers within a supportive and rewarding environment.
• Flexibility to work the way that aligns with our values of employee and customer experience, including hybrid/work from home model.
• Regular social events and an awesome culture – work with a team of experts in their field.
• Ongoing training and development including paid certifications.
• Quality hardware and laptop provided.
• Employee referral programs - once you are in and you are loving it - you can refer a friend and get paid for it!
  
  *** Please note, all offers of employment at blueAPACHE are subject to police clearance checks