Service Delivery Specialist

1 week ago

Vancouver, British Columbia, Canada NTT DATA, Inc. Full time
Service Delivery Specialist - Key Responsibilities

This role is responsible for allocating resources and monitoring day-to-day service activities for the team. The Service Delivery Specialist provides leadership, mentoring, and training to team staff, ensuring effective and timely customer services.


Key Accountabilities

  • Provides leadership and mentoring to team staff, allocating resources and monitoring day-to-day service activities.
  • Identifies service quality issues, opportunities, and constraints, making recommendations for improvements to the Manager.
  • Monitors and manages Enhanced Executive Support and VIP requests, responding to requests from section staff.
  • Fields escalations from staff related to customer issues, contacting clients to confirm and/or obtain additional information and to update incident tickets.
  • Interacts with NTTC, business partners, 3rd party vendors, and Provincial Government or Health Authority related clients to resolve hardware, software, and other business process issues.
  • Creates, updates, and presents training material to section staff on an ongoing basis.
  • Develops, manages, and administers process management best practices, facilitating deployment of new, existing, or improved processes to all service delivery units within NTT DATA based on customer requirements.
  • Is accountable for the process health of operational processes deployed within NTT DATA, including associated controls and measurements, acting as the single point of contact for all process activities.
  • Monitors day-to-day business workflows by preparing daily reports on business volumes and reporting to the Manager.
  • Participates in projects to implement changes, providing functional direction to staff assigned to projects as required.
  • Tests and/or oversees testing of new hardware/software.
  • Assists 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.

Qualifications

  • 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 Health Care Industry, preferred.
  • Effective October 12, 2021, all individuals working in healthcare 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.

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