Employment Type Permanent Closing Date 12 Dec 2024 11:59pm Job Title Service Delivery Specialist Job Summary The Service Delivery Specialist is responsible for ensuring the effective and efficient delivery of services to clients in accordance with company standards, policies, and contractual agreements. This role involves managing the end-to-end service delivery process, coordinating with internal teams, stakeholders and external suppliers, ensuring customer satisfaction through timely, efficient and quality service execution. Your role is pivotal to the retention and growth of customers in a defined segment as you prioritise outstanding customer advocacy and navigate an internal stakeholder landscape to deliver world class customer services. Acting as the key interface and point of contact between Telstra and customers, you contribute to the establishment of efficient and effective operational processes and systems that accomplish goals and enhance customer satisfaction. Job Description Telstra is looking for a Service Delivery Specialist. In this role you are responsible for ensuring the effective and efficient delivery of services to clients in accordance with company standards, policies, and contractual agreements. This role involves managing the end-to-end service delivery process, coordinating with internal teams, stakeholders and external suppliers, ensuring customer satisfaction through timely, efficient and quality service execution. Key Responsibilities: Service Delivery Management: Oversee the delivery of services to clients, ensuring alignment with agreed service level agreements (SLAs). Monitor service performance and ensure that all client expectations are met or exceeded. Ensure timely, accurate, and professional service execution, including handling escalations and resolving issues as they arise. Customer Communication: Serve as the primary point of contact for clients regarding service delivery matters. Communicate regularly with clients to gather feedback, address concerns, and provide updates on ordered services status. Work closely with clients to understand their needs and ensure the services delivered align with their business objectives. Process Improvement: Identify areas for improvement in service delivery processes and recommend actionable solutions. Collaborate with internal teams (e.g., sales, solutioning, operations, support, technical teams) to optimise service delivery workflows. Participate in pre and post-implementation reviews and gather lessons learned to improve future service delivery. Team Collaboration and Coordination: Collaborate with internal teams (e.g., operations, sales, solutioning, technical support) to ensure smooth service delivery and problem resolution. Assist in the training and onboarding of new staff or team members to ensure consistent service standards. Coordinate resources, schedules, and activities to meet service deadlines and requirements. Reporting and Documentation: Maintain accurate documentation of service delivery activities, client facing delivery trackers and plans. Generate and review regular service performance reports, identifying trends and areas for improvement. Ensure compliance with internal processes, customer contractual agreements, and industry standards. Issue Resolution and Escalation: Proactively identify potential service delivery issues, act as first level escalation for delivery matters for your clients. Resolve client complaints or service delivery issues in a timely manner to ensure client satisfaction. Experience: 3 years of experience in service delivery, client management, or operations, preferably in a network/telco environment Knowledge and understanding of the delivery process for IP, Internet, transmission and voice products Strong understanding of service level agreements (SLAs) and performance metrics. Excellent communication and interpersonal skills, with the ability to build and maintain strong client relationships. Strong problem-solving and critical-thinking abilities. Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. Experience with project management tools and service delivery software is a plus (SalesForce) Skills: Service delivery management Project management Client relationship management Team Collaboration Problem-solving and critical thinking Communication and negotiation Data analysis and reporting Preferred: Certification in ITIL (Information Technology Infrastructure Library) or similar frameworks. PRINCE2 Qualification