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Service Delivery Specialist

3 months ago

London, Greater London, United Kingdom Verisk Full time

About the Role

As a Service Delivery Specialist, you will play a crucial role in ensuring the smooth operation and continuous improvement of our client's technology solutions. You will be the primary point of contact for clients, responsible for managing their service experience and addressing any issues that arise.

Key Responsibilities
  • Client Management:
    • Serve as the primary point of contact for clients, building strong relationships and acting as their advocate within our organization.
    • Proactively monitor service performance, identifying potential issues and implementing corrective actions to ensure client satisfaction.
    • Escalate critical incidents promptly and effectively, coordinating with internal teams to resolve issues swiftly.
  • Internal Collaboration:
    • Collaborate closely with internal teams, including product development, engineering, and support, to ensure seamless service delivery.
    • Mentor and train junior team members, sharing your expertise and fostering a culture of continuous learning.
    • Contribute to the development and improvement of our service processes and procedures.
  • Service Transition:
    • Play a key role in transitioning new projects into ongoing operations, ensuring a smooth handover and minimal disruption to clients.
    • Work closely with project managers and delivery teams to identify potential service impacts and develop mitigation strategies.
    • Provide guidance and support to clients during upgrade projects, maximizing the value of new product enhancements.
  • Service Reporting:
    • Generate reports to track service performance metrics and identify areas for improvement.
    • Analyze trends in service data and develop actionable insights to drive continuous service enhancement.
Qualifications

We are seeking a highly motivated and experienced individual with a passion for delivering exceptional customer service. The ideal candidate will possess:

  • Excellent written and verbal communication skills.
  • Strong analytical and problem-solving abilities.
  • A proven track record of success in a client-facing role.
  • Experience working with ITIL frameworks and methodologies.
  • A collaborative and team-oriented approach to work.