Service Delivery Analyst

Main tasks:

Management

• Act as a point of contact for general service delivery and an escalation point for the Service Delivery Administrator for our customer;
• Overseeing the Service Delivery Administrator in their responsibilities. These include but are not limited to:
  • Oversee the successful onboarding and offboarding of staff to ensure client SLA’s are met. This includes all accesses and forms required;
  • Knowledge Transfer for new starters and updating the on boarding presentation pack;
  • Management of project Assets;
  • Updating project Staff lists, Organisation Charts, Email distribution and Sharepoint;
  • NDA Tracking;
  • Maya Timesheet Tool updates- New starters, Project Codes, Domain Changes.
• Ensure Projects processes, specifically those related to activities conducted by yourself or your subordinate employee are kept up to date;
• To provide feedback on the administrator and assist with Annual performance review conducted by the Service Delivery Manager;
• Provide cover to the Service Delivery Administrator where required.

Commercial

• Ensure all service levels derived from the customer’s key measures relating to commercial detail are met where possible.
• Liaison with Connect44 management team to gather relevant data to enable reporting of the customer services commercial performance.
• To generate supporting material for the monthly CRM with our clients.
• Attend both commercial review and HR calls with the client, with relation to commercial activity, Timesheets, Invoicing and on boarding/off boarding.
• Support internal teams with commercial information, for the purposes of completing RFI/RFP that leads to creating additional business for Connect44.
• Providing quotations to customer where requested.
• Generate monthly payroll information from Timesheets.

Service Delivery

• Attending Weekly call with Service Delivery Team, Keeping and tracking any service delivery actions that require execution.
• Attend Bi-weekly Maya management meeting.
• Attend weekly vacancy call.
• Identify continuous improvement activities to improve any of the service delivery processes or improved employee retention/morale.
• Assist with scheduling of project training requirements within the assigned to services.
• Oversee that compulsory certifications/training for staff are up to date. These include Beacon compliance and UK iHasco Health and Safety training.
• Monitor and govern Udemy licences assigned to project staff.
• Ensure the appropriate tools such as Monday.com and the MAYA timesheet tool remain updated.
• Coordinate any resignations in Romania, ensuring Senior Service Delivery Manager and Operational Domain Leads are informed. You should hold a meeting promptly after resignation to understand the reasons, seeing if he/she can be retained.
• International Travel