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Service Delivery Specialist

2 months ago

Reading, Reading, United Kingdom eflow Global Full time
About the Role

We are seeking a highly motivated and detail-oriented Service Delivery Analyst to join our dynamic team at eflow Global. The Service Delivery Analyst role has a balance between technical and customer-facing responsibilities and will play a crucial role in ensuring the successful onboarding of clients onto our platforms, managing multiple onboardings concurrently, and collaborating across departments to deliver exceptional service to our clients.

Key Responsibilities
  • Client Communication and Support:
    • Serving as the primary point of contact for clients during the onboarding process.
  • Project Ownership from Initiation to Completion:
    • Taking complete ownership of client onboarding projects from initiation to completion and ensuring all tasks are executed to agreed project timelines and quality standards.
  • Data Issues Resolutions:
    • Reviewing the client's provided data using internal software to identify anomalies and missing information.
    • Working with the client to resolve data issues that may block the client's onboarding.
  • UAT Handover:
    • Completing the UAT Handover with the client, delivering training calls and covering key information required to use their system.
    • Ensuring all agreed deliverables accurately reflect the scope of work and UAT system delivered for each project.
  • Issue Investigation & Resolution:
    • Raising any issues with client data to ensure that our requirements are met.
Career Progression

This role offers a clear career path for growth within the organisation.

  • Service Delivery Analyst (Current Role):
    • Focus on mastering onboarding clients and client support.
    • Develop expertise in the onboarding process and day-to-day use and support of the systems.
  • Lead Service Delivery Analyst:
    • Provide mentorship and support to peers.
    • Assist in training new team members.
    • Serve as an immediate escalation point for complex issues before involving Senior Analysts.
    • Lead projects and contribute to process improvements.
Requirements
  • Customer-centric with a commitment to providing exceptional service to clients.
  • Self-motivated with the ability to take ownership of projects from initiation to completion.
  • Strong organisational skills to manage multiple projects simultaneously.
  • Excellent time management and prioritisation skills to meet project deadlines.
  • Education level flexible - Bachelor's degree, A-level or appropriate vocational experience considered.