Service Delivery Executive
CPL
Dublin City, Dublin West
The Service Delivery Executive will manage hardware break/fix (and associated) services for nominated customer/s and be fully accountable for the achievement of contracted service levels for these clients. 6 months temporary contract with a view to becoming permanent. Key Responsibilities. To manage the delivery of all contracted services to ensure high levels of performance (including management of any sub-contractors and matrix management of in-house delivery teams. To manage resolution of any customer/s specific service delivery issues, through route cause analysis of service failures and leading the design and implementation of specific ‘get well’ plans. To monitor the set-up of all new services for nominated customer/s, including service transition, third-party engagement, etc to minimise the impact to BAU performance and ensure early achievement of contracted service levels. To proactively notify nominated customer/s of potential issues that will impact on service performance and regular update these clients on call status. To produce accurate and timely MI to demonstrate delivery performance to nominated customer/s and to ensure effective management of performance levels (including sub- contractors’ performance. To ensure ‘core data’ (e.g. site addresses, equipment list, etc) for nominated customer/s is always up-to-date and correct on the call management system. To act as the ‘escalation manager’ for all service delivery performance issues. To support the Customer Service Manager, ensure the highest levels of customer satisfaction for IT services delivered. To notify the Customer Service Manager, of all chargeable activities and any potential incremental revenue opportunities. To attend service performance meetings and other client meetings, as required. To complete additional ad hoc project work, as required. To provide cover during periods of work load peak, holidays or unscheduled absences for colleagues. To complete ad hoc duties and tasks allocated through line management chain from time to time. Contact arlene.french@cpl.ie with a current CV. This job originally appeared on RecruitIreland.com.
1747 days ago