Service Delivery Specialist

Title

Service Delivery Specialist

KEY RESPONSIBILITIES:

Key responsibilities

• Act as the primary point of contact for clients regarding service-related matters.
• To proactively monitor and manage client satisfaction with respect to service delivery.
• To ensure risk management, service improvement management and capacity management (resources) are performed.
• Ensure service level agreements (SLAs) and key performance indicators (KPIs) are met
• Handle customer feedback, analyse trends, and recommend actions for service enhancements
• Stay updated on industry trends, compliance requirements, and best practices in service management.
• To ensure the consistent implementation of solutions and smooth delivery of service to clients.
• To take overall responsibility for contractual fulfilment within his client during the service lifecycle.
• To nurture the client and cultivate a relationship that will enable new growth opportunities.
• To prevent revenue leakage and manage scope change billing.
• To actively take part in the streamlining of integration points of all customer systems
• Know and understand the business processes of the customer
• Logging into systems for reporting purposes / investigations. i.e. MaxStore & remedy.
• Providing training to external stakeholders and users
• Onboarding and offboarding merchant management

Service Delivery Requirements

• This covers best practices and compliance standards
• An example of this is PCI, high service levels and 24/7 availability
• Handling disputes by the customers and mediate those disputes between customers and third customers

Project Management

• Drive and monitor project deliverables (e.g. projects specific to customers such as PED device rollout, software integrations and bespoke software requirements)
• Manage, order and track stock between ACS warehouse and customers.
• Manage new store openings
• Manage monthly billing for the customers
• Manage project milestone invoices and Adhoc billable components

Risk Management

• Be responsible for the device life cycle and software management
• Ensure compliance to governance and compliance standards (e.g. POPIA etc)
• Follow best practices and risk management frameworks

Relationship Management

• Be responsible for customer retention and growth
• Develop the strategy with the customer
• Design requirements with the customers
• Ensure improvement input & process optimisation (e.g. how the call centre can improve their processes, pro-active reporting etc)
• Maintain good relationships with the customers (e.g. external customers include the likes of Cash Build, H&M, Bidvest, BXC or an acquirer/banks and internal customers include the warehouse like the Applications Dev. Ops team, Terminal Software Dev team and Altron Managed Services- Nupay, AMS and so forth)
• Develop synergies between the teams (e.g. customer and our ACS teams OR the customer and third parties)

Contract & SLA Management

• Understanding and presentation of contracts and annexes
• Discussing the contracts with the relevant senior executives (e.g. Head, ITS and Head, Legal)
• Be the conduit between the customer and the internal ACS office
• Resolve any queries that are SLA related, coming from the customers
• Form part of the deliverables (e.g. to a SOP/OSP – Standard Operating Procedures, Operating Standard Procedure)
• Assist with SLA management across all parties (internally, externally and with third parties)

Budget Management

• Understanding and presentation of budgets
• Discussing the budgets with the relevant senior executives
• Be the conduit between the customer and the ACS teams (PTD, ITS, Infrastructure)

Educational Qualifications:

• Relevant degree or Qualifications (preferably in Information Technology)

Professional Qualifications

• Project Management
• ITIL4, COBIT or governance qualifications would be advantageous

Years of Experience

• 5 years’ experience in service management, within a complex organisation.
• Service Delivery Management experience
• Experience in the financial technology (FinTech) or payments industry is advantageous.
• Strong understanding of ITIL principles and service management best practices.

Other requirements

• Strong oral and written communications skills.
• Relationship building across all levels from senior executives to junior staff both internally and externally
• Entrepreneurial and commercial thinking
• Proficient in the MS Suite (e.g. Word, Excel, PowerPoint)
• Fluency in English is mandatory
• Organisational and prioritisation skills.
• Excellent administrator with strong attention to detail.
• Technology and system savvy.
• Numeracy skills.
• Ability to work in a fast-paced environment whilst still maintaining high levels of accuracy.
• Ability to maintain supreme levels of ethical behaviour and confidentiality.
• Ability to identify opportunities for service improvement and revenue growth

Education

Languages