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SR Service Delivery Specialist Sr (Mississauga, Ontario)

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Service Delivery Specialist Sr

Up to $80K

Customer Relationship Management:
-Manage overall customer satisfaction by ensuring service delivery & to manage the customer relationship by providing representation and end-to-end ownership of customer related issues
-Conduct new customer workshops to introduce the customer to Company. Review the services documented in the Services Guide that are pertinent to the contract.
-Correctly set operational expectations. Review client profile and ensure customer understands the importance.
-Be the customer’s advocate within Company. Understand their business, production requirements, critical windows, and potential impacts.
-Maintain a close working relationship with the Operations staff that supports your customers.
-Using this relationship to accomplish goals that are in the best interest of the customer.
-Maintain an open line of communication with Sales. Ensure they are made aware of the following:
*Contractual issues and potential contract opportunities.
*Operational and facility issues impacting the customer’s production service.
-Requests for credits resulting from missed SLA’s.
-Work with the Implementation team on new contracts or add on services.
-Be engaged in the process and assist where necessary. Ensuring we are maintaining customer satisfaction.
-Conduct regularly scheduled meetings with the customer to review issues, open change requests, upcoming planned events, and satisfaction issues.
-Keep customer informed of any issues that may impact their service.
-Request appropriate root cause outage analysis is completed on behalf of the customer for critical one, service impacting events. Where possible, address the issues in the regularly scheduled meetings, outside of the RCOA process.
-Support the Sales Organization with pre-sales tours, conference calls, or meetings, as required.
-Escalate to Management as appropriate. Keep them in the loop on ongoing issues and those resulting in customer dissatisfaction.

Policies, Procedures, Tools, Techniques:
-Maintain an in depth knowledge of the current Company problem and change tracking system.
-Utilize this system to monitor problem and change requests for your customers.
-Review and understand the policy regarding change management. Ensure your customer requests stay within the defined guidelines.
-Remain familiar with existing products and services, as well as new services once defined.
-Maintain familiarity of Company’s current customer provided portal. Be able to assist with basic troubleshooting questions from your customer.
-Utilize the defined Customer Meeting word template for documenting regularly scheduled meetings.
-Keep the Customer Service algorithm reporting totals up-to-date as customer contractual changes occur or as customer activity levels change.
-Submit monthly reports to Management on a timely basis.

Qualifications:
-College Degree preferred but will consider applicants with equivalent work-related experience with a minimum educational requirement of a H.S. Diploma or GED equivalent.
-2+ years experience working directly with customers.
-3 - 5 years technical experience in a customer centric company.
-Strong technical aptitude and skill sets demonstrated by success in tech-related job experience.
-Excellent written & verbal communication skills.
-Excellent organizational & time management skills.
-Good project management skills.
-Good problem solving & decision making skills.
-Good PC skills, word processing, spreadsheets.
-Excellent working knowledge and understanding of planning, design, deployment and operational support of Data Center infrastructure, operating systems, databases and applications.
-Understanding of current information technologies.
-Ability to learn quickly & work independently.
-Ability to handle multiple tasks in a fast paced, changing environment.
-Ability to gain & maintain trust.
-Experience working as an IT Manager preferred

Working Conditions:
Ability to meet the physical demands of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employment is contingent upon successful completion of the background investigation and pre-employment drug screen

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