Service Delivery Specialist

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Job description

Telstra is the largest Australian owned technology services business. Our broad capability consists of over 1500 certified experts in network, security, cloud, collaboration, mobility, software, data and analytics, and design. Diverse by design, our differences bring a radically open-minded approach to every idea, process, and solution we create together.The Service Delivery Specialist will be part of our UK team that act as the single point of accountability and contact for our largest accounts in Telstra EMEA, driving outstanding customer advocacy, excellence in service relationship management and profitable service delivery to customers in their portfolio.Key AccountabilitiesThe Service Delivery Specialist is responsible for the overall service delivery and outcomes for their customer(s).Performs work that is directly related to the general business operations of our customers, with respect to their Service Delivery components. This includes order validation and working with internal and external suppliers to ensure services are delivered within the agreed timeframeActs as a single point of contact to advise our customers of all Service Delivery matters.Uses discretion and independent judgment regarding all aspects of Service Delivery.Has authority to affect and implement operational practices.Liaison with the designated customer representatives and the Telstra service team(s) to maximise adherence to the agreed requirements.Build and enhance the relationship between Telstra and the customer at an operational and service level.Act as a liaison point between the customer and Telstra for delivery of Telstra services.Assist with escalations and the ongoing management of Telstra and contracted third party services to Telstra, provided to the customer.Participate in customer meetings with the account team/service management team relevant to the service delivery performance of the customer service Telstra provides (service reviews, strategic account reviews, quarterly business performance reviews).Ensure any reporting for the supply of the services is generated and provided to the customer within agreed timeframes.Liaise with and assist Project Management as required for the delivery of complex solutions.Be able to create a customer centric environment, substantially increasing customer satisfaction and improved business measures and revenue.Be able to build effective customer relationships as a way of influencing customer service and customer advocacy.Be able to win stakeholder support and to be able to engage the right people in the right way to get outcomes for our customers.Qualifications / ExperiencesYou will be based in UK and be able to travel to our London officeExperience in a service delivery role within a Telecommunications or IT business.A degree of technical proficiency in relation to IT and Telecommunications.Proven ability to manage multiple tasks to critical deadlines.Initiative, commitment, and drive in providing excellent customer service.A high level of interpersonal skills and a strong commitment to working in a team environment.Sound problem solving skills; a creative approach with the ability to develop new ideas.Proficient with CRM & Microsoft office applications, in particular Word, Excel, PowerPoint.High-level of oral and written communication skillsIf this opportunity sounds like a perfect fit for you, we'd encourage you to apply!Not only will you be rewarded with a competitive salary package, but there are a range of lifestyle products and services that you can access, including medical and life insurance, volunteer leave and the list goes on. And, in case you hadn't heard, we champion flexibility and flexible working in all our rolesTo learn more about how we support our people, including accessibility adjustments we can provide you through the recruitment process, visit tel.st/thrive