The Senior Service Delivery Specialist is an advanced subject matter expert, responsible for providing continuity in service and acts as an advocate for the client. This role supports the business by taking responsibility for overall contract management for large complex client contracts and is responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts – can be specific client accounts or a group of accounts.
The Senior Service Delivery Specialist may operate across multiple sites or Support Services offerings and is the primary interface managing the services relationship between the client and the organization. This role owns the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place.
The Senior Service Delivery Specialist role is a chargeable service in the Uptime Proactive Support Service (PSS) option and is responsible to perform client facing activities in service activation of Uptime Support Services, support and coordinate with GDC in service activation to ensure successful completion.
It is the responsibility of this role to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders.
- Works as Independent Contributor (IC) and acts as the primary interface managing the services relationship between the client and the organization.
- Performs client facing service activation activities and support GDC in service activation completion
- Responsible for operations performance, including - Service Improvement Plans; Establishes, monitors and reports Service Delivery Reports; Escalation management and Reporting; Meeting management with clients.
- Major Incidents - scrutinizes adherence to process, recommends changes when SLA not met and work with larger delivery teams.
- Change Management – manages and owns all RoE Changes.
- Service First - owns Service First asset verification and contract status.
- Vendor Backout - manages backout issues with Vendor.
- Works with Transition teams and assigned Technical Account Manager to develop runbook that includes processes, escalation lists and documentation. Update runbook regularly to reflect the necessary changes. The run book content includes Network map(s); Site-level engineering diagrams; Client and site contacts; Configuration item and IT service mappings (relationships).
- Leads and facilitates resolution of products and technical issues in concern with assigned Technical Account Manager.
- Provides assurance regarding the compliance of, and lifecycle management for, all contracted Services.
- Receives and manages change requests relating to the SOW and agreement, i.e. additional engagements/ projects, adding configuration items and IT services support to the Services (service coverage), moving configuration items and IT services to new or different locations etc.
- Interfaces with internal contract management teams to normalize and execute change orders.
- Reviews new offers and service capabilities with the appropriate members of team.
- Supports billing / invoicing inquiries and / or disputes.
- Monitors client satisfaction and identify service improvement plans to address client’s satisfaction with the service.
