Assist in developing and maintaining positive operational relationships with customers, ensuring local requirements are understood and addressed to support strategic contributions.
Serve as a point of contact for routine operational issues, supporting the management of performance metrics, reporting, and communication with customers and internal teams.
Track and report on service delivery performance against established goals, escalating issues as needed and supporting corrective actions under supervision.
Help monitor expense targets and support the implementation of cost controls for service delivery, learning to identify areas for cost optimization.
Assist in identifying and managing risks for low-risk projects, supporting timely and cost-effective delivery of service level agreements (SLAs) across functions.
Participate in the development of service delivery plans and support the implementation of standard practices and procedures.
Collaborate with cross-functional teams for seamless service delivery.
Assist in measuring and reporting key performance indicators (KPIs), ensuring compliance with company policies and regulations.
Apply company policies and procedures to resolve routine issues, following standard practices in analyzing situations.
Support continuous improvement initiatives by identifying and communicating opportunities for process optimization and enhanced customer engagement.
Education & Experience Recommended
Typically has 0-2 years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field.
Four-year Degree in Sales, Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
Preferred Certifications
NA
Knowledge & Skills
Customer Relationship Management
Operational Excellence
Service Delivery Management
Tracking & Reporting
Cost Control & Expense Monitoring
Risk Identification & Management
Project Coordination
Process Improvement
Problem Solving
Communication Skills
Negotiation & Influence
Time Management
Analytical Thinking
Business Acumen
Change Management
Teamwork & Interpersonal Skills
Cross-Org Skills
Customer Centricity
Prioritization
Resilience
Team Management
Strategic Thinking
Impact & Scope
Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.
Complexity
Learns to apply basic theories and concepts to work tasks.
Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
