Service Delivery Specialist
4 weeks ago
Drive customer satisfaction and service excellence in our CSOC team.
Key Responsibilities:- Own and drive continuous improvement initiatives to enhance customer experience.
- Lead service improvement efforts by owning actions from the service improvement log.
- Monitor end-to-end services of the CFU to ensure seamless delivery.
- Manage and own service restoration activities for service-affecting incidents.
- Communicate with CFU stakeholders and provide impact updates on service-affecting incidents.
- Develop and maintain product and service knowledge for the relevant CFU.
- Provide coaching and support to operational team members for the relevant CFU.
- Maintain a training matrix to ensure team readiness.
- Excellent written and verbal communication skills.
- Strong problem-solving skills.
- Ability to work collaboratively and productively within a team and across functions.
- Galvanizing action to drive up customer experience and service performance.
- Strong leadership skills in complex, matrixed environments.
- Excellent communication skills to produce stakeholder communications.
- ITIL Foundation qualification.
- Experience in senior stakeholder management.
- Experience in operational supplier management.
- Experience in managing IT or network enterprise solutions.
- In-depth knowledge of platform technologies.
- Knowledge of BT customer markets.
- Understanding of regulatory commitments, quality processes, and financial governance.
- Business improvement skills, including continuous improvement, lean, and six sigma.
- Tailored training and development opportunities.
- 25 days' annual leave, increasing with service.
- Life assurance.
- Pension scheme.
- Direct share scheme.
- Healthcare cash plan or other benefits.
- 50% off EE mobile pay monthly or SIM-only plans.
- Exclusive colleague discounts on BT broadband packages.
- Shared parental leave.
- 3 volunteering days per year.
- Access to 11 People Networks.
- Leading inclusively and safely.
- Owning outcomes.
- Delivering for the customer.
- Commercially savvy.
- Growth mindset.
- Building for the future.
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