Service Delivery Manager Support / Customer Care Service

at  Enterpryze Consulting Ltd

ESSENTIAL QUALIFICATIONS/EXPERIENCE:

· Bachelor’s degree in a relevant field with 2+ years of experience OR 6+ years of relevant experience without a degree
· Proven experience of service or project management including resource management (people, budgets, time, etc.) in a training environment
· A recognized formal Project Management qualification, such as PRINCE2 or PMP. The lack of formal qualifications can be compensated by the demonstration of expertise and experience in the domain
· Prior experience of Agile project management
· Prior experience of Business Development
· Proven analytical skills to produce meaningful business intelligence for decision makers using BI tools such as PowerBI
· Excellent Microsoft Office skills and in particular advance Microsoft Excel skills

DESIRABLE QUALIFICATIONS/EXPERIENCE:

· Practical experience in working for other NATO agencies or organizations
· Prior experience of working in an international environment comprising both military and civilian elements
· Prior experience in engagement techniques, survey management and data analysis
· Knowledge of NATO responsibilities and organization, including ACO and ACT
· Excellent understanding of NCI Agency processes and procedures relating initiating and staffing projects in the NCI Agency (E.g. Customer Request Forms, Request to Proposals, Price Proposals, EBA, etc.)
· Evidence of prior experience and in-depth knowledge of the ServiceNow Project Management tool
· Prior experience and in-depth knowledge of the NCI Agency Enterprise Business Applications (EBA)
· Prior experience of the NCI Agency Training Management System (TMS)
· Prior experience in JIRA
· Prior experience in MS VISIO
· Prior experience of Business Relationship Management
· Prior experience of Design & Creative Thinking
· Prior experience of Lean 6 Sigma principles

· Project, Service and Product Management Branch (PSPMB) customer facing shared mailbox processing
ü Develop and maintain the knowledge of Customers portfolio, Catalogue listed products, regulatory frameworks, directives, policies, internal processes, and terms and conditions in order to provide cohesive service/response to customers
ü Act as the first-line customer service support/help desk, including production and maintenance of supporting documentation
ü Revise daily the shared mailbox, categorize all the customers emails and respond to them in timely manners as per the given targets
ü When unable to respond, assign remaining emails as tasks to other team members and follow them until responded to customers
· Customers and stakeholders engagement
ü Develop and maintain good and long-lasting relationship with customers
ü Act as the knowledge hub and first-line customers’ POC
ü Contribute to Academy customer engagement activities (conferences, workshops, meetings)
ü Contribute to quarterly and annual customer survey development, analysis and reporting
ü Issue customer reports and support FIN in production of invoices on regular basis
ü Produce the reports and slide decks for monthly and ad-hoc customers’ meetings
ü Represent PSPMB and delivery briefs and presentation to customers as required
ü Contribute to development and maintenance of customer personas and customers’ journey mapping
ü Develop and maintain new Training Coordinator and new Customer on-boarding package
ü Contribute to development of leaflets, instructional brochures and instructional videos
· Support Service Delivery Managers
ü Daily EBA processing, including purchase requisitions, travel requests approvals
ü Monitor budget uploads and their execution
ü Support the resource management within the allocated service budget (incl. the creation of Purchase Requisitions through to the receipting and control of the time accounting for resources supporting delivery of the service.)
ü Produce and generate reports and support dashboards creation and their maintenance
ü Contribute to weekly service delivery coordination meetings, daily stand-ups and ad-hoc sprints
ü Contribute to Lesson Learned register
ü Support standardization and automation based on available internal tools (SNOW, EBA, TMS)
ü Support the annual cycle set of activities from demand collection to agreement production
ü Continuously seek and propose improvements towards efficiency, effectiveness and excellence in customer service
· Control Data accuracy
ü Regularly check Training Management System data accuracy and functionalities to assure accurate customers and service delivery manager facing outputs
ü Take instant corrective course of action when incorrect data, mal-functionality of internal tools spotted and liaise with team in charge