Service Delivery Specialist

**Req ID**: 69051

This position is with NTT DATA BCU, Inc. and is part of the BCGE Union.

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be

We are currently seeking a Service Delivery Specialist - FTR - Victoria, BC to join our team in Victoria, British Columbia (CA-BC), Canada (CA).

**Purpose of Position**

The Service Delivery Specialist allocates resources and monitors the day-to-day service activities for the team, and provides mentoring, training and limited administrative functions. This position provides expertise to customers in order to sustain effective and timely customer services and contributes to planning processes to help develop the section's IT strategy.

**Accountabilities**
- Provides leadership and mentoring to team staff. Allocates resources and monitors the day-to-day service activities of staff. Communicates current program issues to staff to ensure they are able to provide accurate information and service.
- Identifies service quality issues, opportunities and constraints and makes recommendations for improvements to the Manager.
- Monitors and manages the Enhanced Executive Support and VIP requests and responds to any requests from section staff.
- Fields escalations from staff related to customer issues. Contact 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. Facilitates the deployment of new, existing or improved processes to all service delivery units within NTT DATA based on customer requirements. Consults and recommend actions and remedies for business process design and deployment.
- Is accountable for the process health of operational processes deployed within NTT DATA to include (but not limited to) all associated controls and measurements. The position acts 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 and provides functional directions to staff assigned to projects as required.
- Tests and/or oversees 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.

**Qualifications**
- Information Technology related training/education/certification, degree or diploma or a combination of relevant training and experience
- 1 year of experience in the following:

- 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 Desktop/Deskside Support environment
- 3 - 5 years in a Deskside Support environment, analyzing, coordinating, managing and resolving the following:

- Microsoft Windows and Office incidents
- Prioritization of incidents and requests
- Customer escalations
- Workplace technology incidents and requests
- 2 years' experience at a Team Lead level in the following areas is preferred:

- Desktop/Deskside Support in an Enterprise-wide environment
- Health Care Industry

Must have a Driver's license and reliable personal transportation

All individuals required to work in BC health care facilities must follow all requirements for vaccinations as set out by the Government of BC or the respective Health Authority.

**Financial Responsibility**
- Preparation of Time and Material quotes for clients.

**Direct Supervision**
- No direct supervision

**Project/Team Leadership or Training**
- Provides training to staff.
- Acts as team lead to section staff.

Please note, as per the CBA and Human Rights Code of BC, this posted position may be used for the accommodation of union members based on medical or human rights grounds without previous notice. The Employer must give preference to a union member who has submitted an approved accommodation request if the positions is still vacant during the recruitment process.

Annual Salary Range: CAD 87101.73

**About NTT DATA Services**

NTT DATA BCU is an entity of NTT DATA Services, a global business and IT services provider specializing in digital,

services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

**NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard**