Service Delivery Administrator

About the Role

The Service Delivery Administrator supports the Service Delivery team to ensure adherence to processes within the client environment and maintain a high degree of client satisfaction. Works under supervision and contributes to coordination of administrative tasks and interfacing with external stakeholders and clients.

Responsibilities

• Ensure administration of client complaints managed by the service delivery team
• Support management of updates for contracted accounts and facilitate timely implementation of standard changes within client accounts
• Ensure achievement of deliverables against agreed SLAs and KPIs using best practices
• Support the team by obtaining information to satisfy client requirements
• Coordinate meetings with clients, vendors and other internal/external stakeholders
• Collate management information to update and produce client service reports and internal reports
• Assist with completion of incident reports, meeting notes and other client communications as required and approved
• Maintain accuracy of operations/procedure manuals, schedule and facilitate annual reviews, and publish updates via release management channels
• Assist with day-to-day filing, portal management and maintenance of client records and work with Legal to maintain client contracts in document management systems
• Engage with service delivery groups to ensure seamless delivery of procedures and adhere to governance for non-standard procedure requests
• Identify and implement process improvements to optimise delivery engagement
• Perform any other related tasks as required

Qualifications

• Ability to adapt to different requirements and scenarios
• High level of attention to detail and a proactive approach
• Reliable with ability to produce high-quality work
• Good written and verbal communication skills
• Ability to build effective working relationships with a variety of stakeholders
• Ability to work well within a team environment
• Strong orientation towards client satisfaction and service delivery
• Some organisational and time management skills
• Basic proficiency in Microsoft Office Suite

Academic qualifications and certifications

• Relevant high school diploma plus vocational training
• Working towards completion of an ITIL certification preferred

Required experience

• Some demonstrated experience in a similar role
• Some demonstrated experience in a customer service or administrative role

About the Company

NTT DATA is a global business and technology services leader serving enterprise clients across cloud, security, data centres, applications and consulting. The company supports large-scale AI and digital infrastructure and operates in more than 50 countries.