Service Delivery Associate

Service Delivery Associate

As a Service Delivery Associate at Bechtle you will working within our Shared Delivery Hub.

You will be a proactive and customer-focussed individual primarily responsible for managing a shared inbox for client inquiries, requests and issues. This role serves as the frontline support for our clients and will be crucial in ensuring that all client interactions are handled efficiently and effectively.

Job Role Responsibilities (% of Time)

Customer Management (50%)

• Monitor and manage the shared delivery inbox for incoming customer inquiries, requests, and issues
• Take ownership of all shared delivery client inquiries, requests, and issues, to conclusion
• Respond promptly and professionally to client inquiries, providing accurate information and assistance as needed
• Coordinate with internal teams to address client requests and resolve issues in a timely manner
• Act as the first point of escalation for all shared delivery clients
• Escalate complex issues or requests to Service Delivery Lead, Service Delivery Managers or other relevant stakeholders as necessary
• Arrange and manage meetings regarding customer contract renewals
• Maintain detailed records of client interactions and actions taken to ensure accountability and transparency

Data Analytics & Reporting (25%)

• Collating data to create reports/metrics/produce graphical data. 
• SLA measurement, finance and resource reporting. 
• Entering data and accurately recording all information taken. 
• Ensure all client documentation is accurate and up to date with our document management tool suite

Service Delivery (15%)

• Create and maintain service reports for shared delivery clients
• Schedule and attended remote service review meetings
• Drive best practices and ensure service excellence
• Ensure that all processes and procedures are followed
• Work with the wider Operations Centre team to achieve customer excellence
• Ensure relevant Service Level Agreements (SLAs) are managed, monitored and reported on and communicated to the clients

Continuous Service Improvement (10%)

• Proactively identify opportunities to improve processes and enhance the client experience
• Collaborate with the Head of Service Delivery and Service Delivery Managers to develop and implement best practices for client support and service delivery
• Participate in training and development opportunities to enhance knowledge and skills in service delivery and customer management

Skills and Experience

Skills and Experience Essential

• 1-2 years of experience in a customer service or client-facing role, preferably within the IT industry.
• Good around Microsoft Office Suite skills
• Strong communication and interpersonal skills, with the ability to interact professionally with clients and internal stakeholders
• Strong passion for customer excellence
• Self-motivated and ambitious with a positive attitude.
• Methodical problem-solving skills
• Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple priorities effectively
• Ability to work within a fast-paced environment, within a team or an individual
• Ability to build strong rapport with delivery partners
• Strong administration expertise

Skills and Experience Desirable

• ITIL foundation qualification
• Experience working with Autotask (ITSM Tool)
• Customer excellence training or qualifications
• Service delivery experience
• IT infrastructure knowledge 

What we offer

• Hybrid Working (3 days in/2 days out) after successful probation period.
• Competitive Salary
• Location –. Northampton, Brackmills Industrial Estate.
• Culture – Social events, Supportive, Fun, Hard working.
• Perks – Incentives (holidays, vouchers, lunches, spot prizes).
• Top of the range technology in office and for home working (laptops, screens, latest iPhone, etc)
• Subsidised health care/medical benefits
• Annual Leave – 25 days, increasing to 30 with time spent, plus Bank Holidays + optional 2 weeks unpaid.
• Progression Plan – training & mentor programme.

Reports to:

Head of Service Delivery  

Jenny Careless | Human Resources | jenny.careless@bechtle.com | +44 (0) 1249 467935