Services Delivery Administrator, North & West

Services Delivery Administrator, North & West

Job Responsibilities:

• Executes moderately complex service back-office functions, including the processing and tracking of service orders, ensuring accurate documentation and timely completion to meet service level agreements.

• Serves as the primary point of contact for escalated customer service issues, resolving moderately complex inquiries and complaints, and coordinating with other departments to provide swift and effective solutions.

• Identifies and assesses problems using standard procedures, escalates issues to superiors and participates in planning and priority settings within their area of responsibility.

• Completes work with limited supervision and autonomy, setting priorities for own work based on general guidelines and develops substantial understanding of the job and applies knowledge and skills to complete a wide range of dissimilar tasks.

• Administers and maintains detailed service contract records, including the negotiation of contract renewals, monitoring compliance with terms, and ensuring that all data is accurately reflected in the system.

• Analyzes and compiles comprehensive service performance reports, extracting and interpreting data to provide actionable insights to management and support continuous service improvement initiatives.

• Coordinates the scheduling and dispatch of service technicians for customer service requests, ensuring that resources are allocated efficiently to meet customer needs.

• Supports the financial administration of service-related activities, including the verification and processing of invoices, reconciliation of accounts, and preparation of financial reports to support budgetary oversight.

• Ensures compliance with company policies, regulatory requirements, and industry standards in all service back-office operations, conducting regular audits and implementing corrective actions as necessary.

• Takes a proactive role in identifying and executing process improvement opportunities, streamlining back-office workflows, and enhancing the overall efficiency and effectiveness of service operations.

Minimum required Education: High School Diploma, Vocational Education.

Minimum required Experience: Minimum 2 years of experience in Administrative Support, Service Operations or equivalent.

Preferred Skills:

• Troubleshooting

• Continuous Improvement

• Microsoft Office

• Data Entry

• Documentation & Reporting

• Administrative Support

• Service Operations

• Regulatory Compliance

• Technical Support