Your tasks
The Service Delivery Specialist is a key member of the Business Operations team, responsible for ensuring our services are delivered to customers with the highest level of quality and satisfaction. This role involves close collaboration with our biggest customers, maintaining open communication channels, and ensuring a seamless customer experience. Additionally, this position includes a project management component to ensure services are delivered on time and that our team’s capacity aligns with the sales funnel.
Key Responsibilities:
Customer Communication & Relationship Management:
Service Delivery Management:
Project Management:
Capacity Planning & Resource Management:
Key Responsibilities:
Customer Communication & Relationship Management:
- Act as the primary point of contact for our largest customers, fostering strong relationships and ensuring their needs are met.
- Proactively communicate with customers to understand their requirements and expectations, ensuring consistent service delivery and customer satisfaction.
- Address and resolve any service delivery issues promptly, escalating when necessary to maintain customer trust and confidence.
Service Delivery Management:
- Oversee the end-to-end service delivery process, ensuring that all services are delivered according to customer expectations and contractual agreements.
- Monitor and report on service delivery performance, identifying areas for improvement and implementing necessary changes to enhance the customer experience.
- Collaborate with internal teams to align service delivery with the company’s strategic goals and customer needs.
Project Management:
- Lead and coordinate small-scale projects to deliver services to customers, ensuring timelines, budgets, and quality standards are met.
- Develop and maintain project plans, track progress, and manage project risks to ensure successful project outcomes.
- Work closely with the sales team to anticipate upcoming demand based on the sales funnel and ensure capacity is available to meet customer needs.
Capacity Planning & Resource Management:
- Analyze the sales funnel to forecast service demand and plan capacity accordingly.
- Collaborate with cross-functional teams to optimize resource allocation and ensure the availability of skilled personnel to meet customer requirements.
- Assist in developing strategies to improve efficiency and scalability of service delivery operations.