Overview
The Service Delivery Associate (SDA) is an entry level service management position located in the Service Delivery Office. The SDA will provide a remote desk-based service to our smaller managed customers and will typically manage 10+ customers each. Duties will include the creation of service reports for assigned customers and hold service review meetings via Teams. The SDA will maintain a service management plan and work with internal teams to drive continual improvement and manage risk. The SDA will gain an understanding of their assigned customers business and will continually drive best practice and ensure service excellence. The SDA will arrange and manage meetings regarding renewals of customer contracts and will also look to identify opportunities for future business by facilitating introductions to SMEs to support in realising those opportunities. The role supports hybrid working with a requirement to be in the office 2 days per week.
Responsibilities
* Manage a portfolio of clients from within the Service Delivery Office who typically have standardised and repeatable requirements for support.
* Deliver standardised service reports and hold remote service reviews for assigned client base.
* Manage the performance of services provided to clients in line with the contract and ensure that Service Levels achieve or exceed contractual obligations.
* Operational accountability for service delivery targets, SLA's, KPI's, and applicable contractual compliance.
* Arrange and manage meetings regarding renewals of customer contracts.
* Increase customer loyalty and satisfaction through strong working relationships within the customer organisation.
* To be a trusted customer advisor, maintaining an open, honest, and transparent relationship with the customer.
* Implement a Service Management Plan (SMP) where appropriate and as directed by Line Manager.
* Provide service reporting in line with contractual obligations and using a format as directed by line management.
* Identify where process gaps exist and work with business stakeholders to review and refine them.
* Provide unbiased feedback and escalation to improve internal services process and workflows.
* Ensure any potential opportunities for additional business are highlighted and communicated clearly to the Account Management team.
Qualifications and Skills
* Educated to degree level (Desirable).
* ITIL Foundation v4 (Desirable).
* IT Service Management methodologies and best practice (Desirable).
* Excellent verbal and written communication, diplomacy, and negotiation skills.
* Experience in service improvement.
* Ability to influence key stakeholders to drive towards common solution.
* Has knowledge of best practice and how area integrates with other areas and is aware of the competition and the factors that differentiate CDW in the market.
* Understand the importance of business processes and compliance, with the ability to demonstrate successful application of such.
* Strong relationship management skills.
* Excellent report writing and presentation skills.
Essential Attributes
* Analytical, with attention to detail.
* Patience, tolerance, and resilience during pressured and candid situations.
* Work independently and receive minimal guidance.
* Passionate, professional, with a 'can-do' attitude at all times.
* Strong self-motivation and emotional intelligence.
* Proactive conceptual thinking.
* Ability to work under pressure in a changing and expanding environment.
About CDW
CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. We pride ourselves on delivering innovative solutions across a broad range of services and products, and on helping our customers achieve their technology goals.
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