The Service Delivery Project Lead assists the Service Delivery team to meet and exceed its obligations regarding small & nimble Project Delivery, Service Levels and performance, by providing project leadership, mentoring & administrative support to the team. Key position goals include:
To provide excellence in customer service to internal stakeholders.
To work with all internal stakeholders to deliver outcomes for the service delivery team
Coordinating activities, resources, equipment and information associated with projects
Provide leadership, mentoring & support relating to project management to the broader Service Delivery team
Assist the Service Delivery Manager with specific Customer-facing service outcomes
Assist in maintaining Managed Service Customer’s documentation
The Service Delivery Project Lead assists the Service Delivery team to meet and exceed its obligations regarding small & nimble Project Delivery, Service Levels and performance, by providing project leadership, mentoring & administrative support to the team. Key position goals include:
To provide excellence in customer service to internal stakeholders.
To work with all internal stakeholders to deliver outcomes for the service delivery team
Coordinating activities, resources, equipment and information associated with projects
Provide leadership, mentoring & support relating to project management to the broader Service Delivery team
Assist the Service Delivery Manager with specific Customer-facing service outcomes
Assist in maintaining Managed Service Customer’s documentation
Responsibilities:
Participate in Operational meetings to assist in driving Customer service outcomes, record actions & update plans.Assisting Service Delivery Managers with coordinating activities, such as scheduling Field Services when required.Assist with coordinating meetings between internal stakeholders or customers related to service delivery.Liaising with clients to understand project requirements, scope and objectivesPreparing project timeframes, schedules.Managing project budgets, quality & timeliness of delivery and organising project-related reporting.Managing project time bookings for themselves & the project team.Communicating with clients to provide updates on project status, risks & issues.Participate in Operational meetings to assist in driving Customer service outcomes, record actions & update plans.Assisting Service Delivery Managers with coordinating activities, such as scheduling Field Services when required.Assist with coordinating meetings between internal stakeholders or customers related to service delivery.Reviewing tickets to identify and report on aged tickets, potential SLA breaches, and problems.Escalating SLA concerns to internal stakeholders for action.Monitoring service delivery performance metrics and identifying areas of improvement or attention to focus.Respond to client inquiries in a timely and professional manner.Assist SDM Team Leaders in administrative support as directed.Act as a point of escalation during business hours for Service Delivery Managers.Conduct scheduled data collection for designated clients monthly.Conduct monthly reporting tasks for service delivery managers where the appropriate instructions and documentation have been provided.Working with Service Delivery team members to identify and fill knowledge management gaps.Maintain the operational documentation for assigned Managed Services CustomersAssisting the rest of the Service Delivery team with their clients when required (Annual leave, Personal leave, high workload)Maintain positive relationships with Service Delivery Team members.Maintain positive relationships with key stakeholders within the organisation teamsReviewing tickets to identify and report on aged tickets, potential SLA breaches, and problemsTo be successful in this role, you will have:
Proven ability to deliver excellent customer service.Experience managing projects & meeting delivery expectations of Quality, timeliness & cost.Proficient in MS Excel, MS Word, MS PowerPointExcellent written and verbal communication skillsStrong documentation skills.Team oriented.Stakeholder managementAbility to work well under pressure.Familiarity with ITIL is desirable.Enthusiastic and self-motivatedAttention to detail.Willingness to learn and develop new skills.Dedicated and able to work to deadlines.Able to work both as part of a team.Able to take responsibility for own actions and performance
