Service Delivery Analyst

• On receipt of a signed scope of work (SOW), you will be informed that a new project/service has been signed up.
• Once the initial project meeting has taken place, you will work with the Implementation team to ensure the implementation documentation is set up and distributed. 
• Supporting the customer and the Implementation team during the onboarding phase by taking responsibility for the delivery of relevant objectives from the project plan.
• This will involve attending internal project steering meetings and client-facing project calls.
• Throughout the implementation, taking your lead from the Service Delivery Manager and using your own initiative, you will maintain all onboarding records, including those that are shared with the client to ensure there is always ‘one truth’ and ensure the proactive delivery of objectives within agreed time scales.
• You will play a key part in regular project meetings, anticipating likely issues and dealing with all actions/issues assigned to you promptly.
• Where relevant you will escalate issues to internal teams, ensuring the client’s expectations are always well managed.
• Championing client support issues with internal and external stakeholders
• Reporting and tracking requests & incidents through our ticketing system
• Collating & presenting ticket statistics for customers and across customers to support the proactive identification of trends and likely issues, and to demonstrate team performance / support appropriate team resourcing
• In respect of specific project objectives agreed with clients, you will be required to follow up with the Services Delivery Manager, and Implementation Consultants, and communicate with other stakeholders to ensure the project actions stay on track, and to escalate issues when required.
• You will be responsible for the organization, collation, and delivery of client feedback to your line manager, escalating anything of concern as it arises.
• Where processes have not been clearly defined, you will support their definition and documentation proactively, promoting them to others as appropriate.
• Documenting and maintaining specific practices and standards, as required
• Adhering to all RESILIV standards, policies, processes, and procedures
• Providing online training in response to customer ‘how to’ questions
• You will need excellent organization, administrative, and communication skills, a good understanding of how IT services firms operate, and a genuine passion for technology and CRM. 
• A high level of drive and commitment will be essential.
• This is an extremely rewarding client-facing role that will challenge your communication and organizational skills.
• Contribution to the development of robust procedures for implementation support will also form an important part of this role.
• Occasional travel may be required. 

Requirements:

• A minimum Bachelor's Degree in any relevant field of study with 3 - 5 years of experience in significant customer service experience 
• A strong desire to deliver service at the highest level and to go above and beyond for your customers
• A natural ability to think beyond the task at hand understand the bigger picture and deliver accordingly
• Possess a logical and enquiring mindset
• Demonstrable ability to work independently, with a willingness to expand your knowledge to better support changing workloads in the team
• Strong team-player tendencies are essential
• Demonstrable experience in administration and an understanding of the importance of good record-keeping
• Ability to juggle multiple priorities while maintaining a positive attitude under pressure
• Ability to maintain confidentiality when dealing with proprietary information
• Strong ability to proactively identify and resolve issues
• Effective time management skills
• Ability to be flexible/adapt to change and work in a fast-paced environment
• Excellent communication skills essential
• Excellent relationship skills essential
• Excellent organizational skills essential
• Excellent computer skills and knowledge of Office 365
• Ability to work independently as well as part of a team.
• The ability to speak and understand French is an added advantage