Service Delivery Liaison

Key Responsibilities and Deliverables : Development, Implementation, and Monitoring of Service Delivery Metrics • Analyse trends and client developments, and communicate insights and opportunities to the Service Delivery Manager and other relevant stakeholders • Implement, monitor, and review metrics pertaining to service delivery • Report metrics to The Service Delivery Manager and relevant stakeholders • Monitor overall performance of services and the achievement of agreed timelines • Build, maintain, and analyse service reports to address any possible delays before they occur • Distribute service reports weekly, or as needed, to relevant stakeholders and raise any potential issues Service Delivery Implementation • Facilitate the achievement of objectives by implementing effective processes and systems through the use of technology • Propose amendments to improve service delivery processes • Implement processes with clients that ensure effective information flow and communication • Liaise with the service delivery manager and with clients to ensure that service delivery is effective, efficient, on-time, and aligned to their needs • Escalate service delivery incidents to the Service Delivery Manager as required Alignment and Compliance of Service Delivery with Contracts, Operating Documentation, and Reports • Monitor, control, and support service delivery that is aligned with existing systems, operating documentation, methodologies, and procedures • Ensure service delivery complies with policy and standard operating procedures • Escalate service delivery that does not comply with systems, methodologies, standard operating procedures, or policies to the Service Delivery Manager Fulfilment of Client Service Delivery Strategy • Understand and diagnose the client landscapes and problems, and provide a consolidated view of the client environment • Execute the client service delivery strategy based on client requirements Client Engagement Administration • Liaise between clients and internal teams to ensure expectations are met • Ensure regular, timeous flow of information within team and also between other relevant teams, management, and clients • Attend, participate, and present at meetings with clients including regular operations meetings and review meetings when required • Ensure Service Level Agreement (SLA) administration and change management • Coordination of contract deliverables and service levels, and proactively address deviations • Ensure client surveys and remediation plans are collated and managed Data and Reporting • Compilation of operational and management reports • Report on client engagements, expectations, and adherence to Service Level Agreements (SLA) requirements as per project or work plans • Assist in automating reports Service Request Escalation Management • Ensure the achievement of the SLA requirements at the regions weekly and monthly meetings • Ensure that the service standards are adhered to and delivered consistently and in a standardised manner • Liaise with project managers on day-to-day tasks to ensure effective delivery of projects and client satisfaction • Escalate any delays in processes or documentation to Service Delivery Manager Awareness of Industry, Business, and Client • Ensure a comprehensive understanding of the company’s technologies, infrastructure, and ways of working • Understand the trends, business factors, and requirements of clients • Develop personal competence and capability to ensure that latest trends are applied in ways of interacting, advising, and understanding the technology industry • Share information, knowledge, and expertise to the broader team to ensure a continuous learning culture in the technology function