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Service Delivery Administrator

6 months ago

Jakarta, Indonesia NTT Ltd. Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

**Want to be a part of our team?**

**Working at NTT**

The role of Service Delivery Administrator is to work closely with the Service Delivery team and assists with ensuring adherence to processes within the client environment and the maintenance of a high degree of client satisfaction across all assignments. This role contributes to the coordination of general administrative tasks, as well as interfacing with external stakeholders and / or clients. This role demonstrates an understanding of the Service Delivery environment and stakeholder interests.

**Key Role and Responsibilities**:

- Ensure the administration of client complaints being managed by the service delivery team.
- Support the management all updates for contracted accounts within the team’s portfolio and facilitate and ensure the timely implementation of standard changes within client accounts.
- Ensure the achievement of all deliverables using best practices against agreed service level agreements and key performance indicators.
- Support the service delivery team by obtaining the right information to satisfy client requirements.
- Coordinate meetings with clients, vendors, and other internal/external stakeholders.
- Collate management information needed to update and produce client service reports and internal reports.
- Assist with the completion of incident reports, meeting notes and other client communication as required and approved by the relevant stakeholder(s).
- Maintain the accuracy of operations and/or procedure manuals and schedules and facilitates annual reviews of all manuals for the team.
- Publish updates of operations and/or procedure manuals to stakeholders using release management communication channels.
- Assist with day-to-day filing, portal management and maintenance of client records, working with the Legal team to ensure that client contracts are maintained in document management systems.
- Engage with service delivery groups to ensure the seamless delivery of procedures.
- Adhere to governance procedures for all non-standard procedure establishment requests and co-ordinate the process or work instructions within release management procedures.
- Identify and implement process improvements to ensure optimal delivery engagement and advise the relevant stakeholders accordingly.

**Knowledge, skills and attributes**:

- Displays a high level of attention to detail and has a proactive approach to work
- Reliable with the ability to produce a high quality of work
- Excellent written and verbal communication skills
- Ability to build effective working relationships with a variety of stakeholders
- Ability to work well within a team environment
- Strong orientation towards ensuring client satisfaction and service delivery
- Ability to multi-task in order to achieve desired outcomes

**Academic Qualifications and Certifications**:

- Relevant high school diploma

**Experience required**:

- Prior demonstrated experienced gained within a similar role

**What will make you a good fit for the role?**

**A career at NTT means**:

- Being part of a **global pioneer -** where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
- Being at the forefront of **cutting-edge technology -** backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.
- ** Making a difference -** by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
- Being **your best self -** in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
- Having ongoing opportunities to **own and develop your career -** with a personal and professional development plan and access to the broadest learning offerings in the industry.