Service Delivery Specialist

Service Management Support, and as the first point of contact for all incoming Service Platform queries from GBS Teams globally.

Resolve queries, create change requests, incidents and monitor queries related to Service Platforms and Service Delivery processes.

Based on the analysis proactively identify challenges within the process and system and address them.

Support Process and Product Owner in creating roadmap, documentation and system improvements.

General Support

• Respond to queries submitted by GBS Teams

• Trouble-shoot, research and resolve issues and provide customers with information or advice in case of straightforward to moderately complex issues in line with turn-around time SLA’s and quality standards.
• Refer complex cases or questions that require follow-up to the relevant teams (IT) or management and communicate effectively with requestor.
• Maintains relationship with third party support and monitors progress in already raised queries.

Technology Support

• Support in requirement gathering for system improvements and UAT for items ready for testing related to Service Platforms

• Assist in adapting Center of Expertise requirements into practical, efficient GBS transactional services in line with features available on Service Platforms
• Identify and recommend automation opportunities to improve the efficiency of work processes, techniques and systems
• Be the point of contact for (technical) queries and requests regarding Service Platforms, identify system issues and perform an initial root-cause assessment
• Assist in creation and maintenance of robust performance reports and dashboards

Customer Experience

• Be a champion for good Customer Experience, by coaching GBS Teams on GBS Service principles and service delivery processes

Other

• Additional scope, such as administrative tasks in the area of process and system management

• Provide trainings for GBS Teams in the area of service delivery process and Service Platforms.

Experience:

• G8: no experience required
• G9: 1-3 years of relevant experience, for example working in a service delivery environment

Other requirements

• Experience with service supporting technology and the capability to quickly learn and adapt to new ways of working
• Strong customer focus and problem-solving skills: Proposes ideas and alternatives to resolve issues, responds in a positive manner to questions; employs courtesy and tact in all customer exchanges
• Communicative and collaborative: Strong interpersonal communication skills and confidence to effectively work with all levels of the organization
• Flexible and stress resistant: The ability to multitask and structure the workload
• Accurate, proactive, self-standing and with strong attention to detail
• Understands deployment process and incident management
• Eager to learn and keep pace with developments in labour relations
• Strong oral, written and interpersonal communication skills and confidence to effectively work with all levels of the organization (including external parties where necessary)
• Ability to work in an international and multicultural environment
• Fluent in English language, both written and verbally is required