Service Delivery Administrator
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What you'll do
- Ensures the administration of client complaints being managed by the service delivery team.
- Supports the management all updates for contracted accounts within the team’s portfolio and facilitate and ensure the timely implementation of standard changes within client accounts.
- Ensures the achievement of all deliverables using best practices against agreed service level agreements and key performance indicators.
- Supports the service delivery team by obtaining the right information to satisfy client requirements.
- Coordinates meetings with clients, vendors, and other internal/external stakeholders.
- Collates management information needed to update and produce client service reports and internal reports.
- Assists with the completion of incident reports, meeting notes and other client communication as required and approved by the relevant stakeholder(s).
- Maintains the accuracy of operations and/or procedure manuals and schedules and facilitates annual reviews of all manuals for the team.
- Publishes updates of operations and/or procedure manuals to stakeholders using release management communication channels.
- Assists with day-to-day filing, portal management and maintenance of client records, working with the Legal team to ensure that client contracts are maintained in document management systems.
- Engages with service delivery groups to ensure the seamless delivery of procedures.
- Adheres to governance procedures for all non-standard procedure establishment requests and co-ordinate the process or work instructions within release management procedures.
What they're looking for
- Relevant high school diploma in addition to vocational training.
- Some demonstrated experienced gained within a similar role.
- Some demonstrated experience in a customer service or administrative role.
Nice to have
- Working towards completion of an ITIL certification preferred.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.
The Service Delivery Administrator has basic work experience and is required to learn the skills to work closely with the Service Delivery team and thereby assist with ensuring adherence to processes within the client environment and the maintenance of a high degree of client satisfaction across all assignments.
This role contributes to the coordination of general administrative tasks, as well as interfacing with external stakeholders and / or clients.
The Service Delivery Administrator demonstrates an understanding of the Service Delivery environment and stakeholder interests.
This role works under the supervision of more experienced resources within the team.
- Ensures the administration of client complaints being managed by the service delivery team.
- Supports the management all updates for contracted accounts within the team’s portfolio and facilitate and ensure the timely implementation of standard changes within client accounts.
- Ensures the achievement of all deliverables using best practices against agreed service level agreements and key performance indicators.
- Supports the service delivery team by obtaining the right information to satisfy client requirements.
- Coordinates meetings with clients, vendors, and other internal/external stakeholders.
- Collates management information needed to update and produce client service reports and internal reports.
- Assists with the completion of incident reports, meeting notes and other client communication as required and approved by the relevant stakeholder(s).
- Maintains the accuracy of operations and/or procedure manuals and schedules and facilitates annual reviews of all manuals for the team.
- Publishes updates of operations and/or procedure manuals to stakeholders using release management communication channels.
- Assists with day-to-day filing, portal management and maintenance of client records, working with the Legal team to ensure that client contracts are maintained in document management systems.
- Engages with service delivery groups to ensure the seamless delivery of procedures.
- Adheres to governance procedures for all non-standard procedure establishment requests and co-ordinate the process or work instructions within release management procedures.
- Identifies and implements process improvements to ensure optimal delivery engagement and advise the relevant stakeholders accordingly.
- Performs any other related task as required.
- Ability to adapt to different requirements/scenarios.
- Displays a high level of attention to detail and has a proactive approach to work.
- Reliable with the ability to produce a high quality of work.
- Good written and verbal communication skills.
- Displays ability to build effective working relationships with a variety of stakeholders.
- Ability to work well within a team environment.
- Strong orientation towards ensuring client satisfaction and service delivery.
- Some organizational and time management skills.
- Basic proficiency in Microsoft Office Suite.
- Relevant high school diploma in addition to vocational training.
- Working towards completion of an ITIL certification preferred.
- Some demonstrated experienced gained within a similar role.
- Some demonstrated experience in a customer service or administrative role.
Workplace type:
Hybrid WorkingAbout NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune
Global 100. We are committed to accelerating client success and positively impacting society through
responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with
unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and
application services. Our consulting and industry solutions help organizations and society move
confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more
than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as
established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each
year in R&D.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
Third parties fraudulently posing as NTT DATA recruiters
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters whether in writing or by phone in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us.
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