Service Delivery Support Specialist
1 week ago
Job Summary: We are seeking a highly skilled Service Delivery Support Specialist to join our team at Ingenico Group. As a key member of our Customer Operations department, you will be responsible for providing essential operational client support to ensure the successful delivery of contractual, operational, commercial, and customer experience outcomes.
Key Responsibilities:
* Provide operational client support to ensure the successful delivery of contractual, operational, commercial, and customer experience outcomes
* Align with the Customer Operations Manager (COM) and Client Portfolio drive to deliver project management, service delivery, reporting, risk mitigation, and portfolio profitability
* Identify and implement opportunities to drive portfolio profitability
* Support business opportunities that can be developed and driven in conjunction with the COM
* Maintain customer-facing time, assist the COM and Pacific Operations in customer reviews
* Support BAU and project deliverables, including progress reporting to customers, monitoring of results against plan, coordination of operational functions to meet project and customer objectives
* Monitor and report on customer metrics, initiate corrective action, and identify and drive process improvements
* Coordinate key Client Portfolio Reports, analyze and manage service SLA exceptions, and prepare monthly and quarterly business review material
* Provide reporting, invoicing, and ordering support, including weekly and monthly reporting, analytics, governance packs, invoice review, and ad-hoc requests
* Support the COM in forecasting stock and project/customer activities
Requirements:
* Time management and multi-tasking abilities
* Systems and operational processes
* Attention to detail to ensure accuracy of reports and analysis
* Customer-focused
* Problem identification and solving abilities
* Experience in reporting, project management, data analysis, report generation, and escalation management
* Relevant tertiary qualification or experience
Our Values:
* Innovation
* Excellence
* Cooperation
* Empowerment
Compliance:
* Contribute to health and safety at work by identifying, reporting, and controlling hazards and promptly reporting incidents
* Comply with all applicable company policies
* A favourable Police Check and other background checks are required
Information Security:
* Comply with company policies and procedures in relation to information security and confidentiality
* Avoid working in a manner that represents any unacceptable risk to information security, including non-work activities which result or could result in breach of the information security policy
* Report any breach of privacy, security, or confidentiality in a timely manner to protect the interests of the company
Language: English (US)
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