Service Delivery Specialist
3 weeks ago
We are seeking a highly skilled Service Delivery Specialist to join our team at NTT DATA Services. As a key member of our IT operations team, you will be responsible for allocating resources and monitoring day-to-day service activities to ensure seamless delivery of services to our clients.
Key Responsibilities:- Provide leadership and mentoring to team staff, allocating resources and monitoring day-to-day service activities.
- Identify service quality issues, opportunities, and constraints, and make recommendations for improvements to the Manager.
- Monitor and manage Enhanced Executive Support and VIP requests, responding to any requests from section staff.
- Field escalations from staff related to customer issues, contacting clients to confirm and/or obtain additional information and to update incident tickets.
- Interact with NTTC, business partners, 3rd party vendors, and Provincial Government or Health Authority related clients to resolve hardware, software, and other business process issues.
- Create, update, and present training material to section staff on an ongoing basis.
- Develop, manage, and administer process management best practices, facilitating deployment of new, existing, or improved processes to all service delivery units within NTT DATA based on customer requirements.
- Be accountable for the process health of operational processes deployed within NTT DATA, including associated controls and measurements.
- Monitor day-to-day business workflows by preparing daily reports on business volumes and reporting to the Manager.
- Participate in projects to implement changes and provide functional direction to staff assigned to projects as required.
- Test and/or oversee testing of new hardware/software.
- Assist Manager with administrative functions such as hiring and training of staff, monitoring of daily and weekly workloads, reassigning of staff to meet fluctuations in the nature and variety of customer service demand, setting priorities, and assigning and scheduling staff to complete assignments according to customer needs.
- Information Technology related training/education/certification, degree, or diploma, or a combination of relevant training and experience.
- 1 year of experience in providing technical direction and leadership for small to medium-sized technical teams.
- Technical planning, coordination, and documentation of hardware and/or software business solutions in a Remote Desktop Support environment.
- 3-5 years in Service Desk Support environment, analyzing, coordinating, managing, and resolving Microsoft Windows and Office incidents, prioritization of incidents and requests, customer escalations, and workplace technology incidents and requests.
- 2 years' experience at a Team Lead level in Remote Desktop Support in an Enterprise-wide environment and the Health Care Industry.
- Effective October 12, 2021, all individuals working in health care facilities must be fully vaccinated. Proof of vaccination will be collected by NTT DATA as well as upon entry to the site.
- Preparation of Time and Material quotes for clients.
NTT DATA Services is a trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA Services is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com
NTT DATA Services is an equal opportunity employer and considers all applicants without regard to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.
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