Service Centre Delivery Specialist
Thames Valley Park, Reading
Contract is until June 2019 initially
Brook Street is currently working on behalf of our Global IT Client to recruit a Service Centre Delivery Specialist. This is a contract role based in Reading until 30th June 2019, with the possibility to extend for the full 18 months.
As a Brook Street contractor you will be entitled to 25 days holiday per annum, 8 days paid Bank Holidays pro rota, discounted gym membership, use of the onsite health facility, access to online learning and training, free parking and an excellent subsidised restaurant.
Salary: £22,400 per annum, based on experience, plus benefits
In our Services Business Operations (SBO), our goal is to power One Services through a common operating model that simplifies and improves customer and employee experiences. Our team drives a broad range of shared services functions that include Operations delivery through Service Centre, Data and BI, Role Excellence, Business Solutions & Tools, and Readiness for both the Enterprise Services and Customer Support and Services Business.
In alignment with the Services Transformation, the Services Business Operations (SBO) organisation is taking steps to globalise Service Centre and expand their scope to support Services Sales, Account Aligned, and Domain Aligned Delivery teams. Service Centre reduces randomisation and administrative tasks performed by field teams today by standardising and centralising delivery of these workloads, with the goal of making the lives of our customer-facing employees easier so they can focus on what matters most, their customers. A Service Centre Delivery Specialist will be asked to assist with defining as well as identifying continuous improvements of service definitions, workflow processes and appropriate onboarding and support of delivery specialists to ensure a high-quality service is delivered.
" Deliver accurate Service Centre catalogued services.
" Identify opportunities and expand our services to positively affect/impact business results and customer experience.
" Drive Delivery & Operational Excellence by learning & leveraging current tools relative to your role.
" Assist Company Delivery personnel in identifying reactive customer cases that require their attention and action.
" Assist Delivery and Sales personnel in setting up and monitoring deals in our contract systems, working together with Operations.
" Assist field roles in providing a world-class service to our main enterprise customers and partners.
" Promote teamwork and collaboration through a positive attitude and effective communication
" Understand current business processes & tools which impact our service delivery and work with the necessary owners internally to resolve any issues, and fix processes.
" Must be able to pass a BPSS & Security Clearance as you will be handling Secure Pub Sec data.
" Experience in an enterprise support and/or customer service environments with a strong understanding and knowledge of support, customer service delivery and/or the consulting industry and processes.
" Strong organisational, project management, negotiation, stakeholder management and analytic problem solving skills.
" Ability to follow instructions, attention to details and the ability to identify a red flag.
" Able to develop and maintain good working relationships across functional groups
" Strong written and verbal communication skills.
" Passion for and track record for delivering great customer experiences and process engineering.
" ITIL Foundation Certificate and Microsoft Certified Professional certification desirable.
" Bachelor Degree or equivalent experience required
Deadline for CV submission: Wednesday 26th September @ 2.00pm