Operational Delivery Specialist

Operational Delivery Specialist
Thames Valley Park, Reading
Contract is until June 2019 initially

Brook Street is currently working on behalf of our Global IT Client to recruit a Premier Operational Assist Delivery Specialist (a Customer Services role). This is a contract role based in Reading until 30th June 2019 initially.

As a Brook Street contractor you will be entitled to 25 days holiday per annum, 8 days paid Bank Holidays pro rota, discounted gym membership, use of the onsite health facility, access to online learning and training, free parking and an excellent subsidised restaurant.

Salary: £22,500 per annum, based on experience, plus benefits

Job Description
A Service Centre Delivery Specialist will deliver high quality service(s), assist with defining as well as identifying continuous improvements of service definitions, workflow processes and appropriate onboarding and support of delivery specialists.

In this role you will drive Delivery & Operational Excellence for Company Delivery personnel, by delivering Service Centre catalogued services following defined work instructions with high quality and within the defined Service Level Agreement/Operating Level Agreement (SLA/OLA) targets. You will also drive efficiency by contributing to organisation and consistent experiences for our Company Delivery Community and customers by being able to identify opportunities to positively affect/impact business results and customer experiences.

Responsibilities
A typical day in this role can include:
" Assist the Delivery personnel in identifying reactive customer cases that require their attention/action
" Provide quality delivery of service centre catalogue items in line with catalogue process descriptions, SLAs and prescribed guidelines.
" Carry out regular quality reviews and where issues occur, log them and take action per defined processes.
" Work with the Service Centre delivery leads and delivery managers to improve internal processes/policies.
" Promote teamwork and collaboration through a positive attitude and effective communication.
" Promote cross-regional collaboration and support the global community, by sharing best practices and operational improvement opportunities to improve Service Centre Services.

Candidate Requirements
The ideal candidate will be:
" Experience in an enterprise support and/or customer service environments
" Understanding/knowledge of support, customer service delivery and/or the consulting industry and processes.
" Working knowledge of Office Suite

Qualifications
The ideal candidate will have the following qualifications:
" ITIL Foundation Certificate and Microsoft Certified Professional certification desirable.
" Bachelor Degree and 2+ years of relevant experience aligned to profile attributes.
" Attention to details including ability to document and quickly reference information.
" Prioritisation and time management skills
" Excellent customer service skills
" Proven problem-solving and adaptability skills and the ability to think critically and use a logical approach to determine the best solution/innovative ideas.
" Able to develop and maintain good working relationships across functional groups.
" Strong written and verbal communication skills.

Deadline for CV submission: Wednesday 26th September @ 10