Service Delivery Administrator

blueAPACHE is an Australian owned award-winning Managed Service Provider, recognised for the 5th year running, as Mid-Market Partner of the Year at the ARN Innovation Awards.

We pride ourselves on being a genuinely great place to work, with a vibrant culture, clear vision, and strong leadership. When joining blueAPACHE, you are joining an organisation that is driven by our core values of employee and customer experience. We are proud to be an equal opportunity employer and are committed to building a diverse and inclusive workplace where we embrace our individual talents, and our differences.

Goals:

The Service Delivery Administrator assists the Service Delivery team to meet and exceed its obligations regarding Service Levels and performance, by providing administrative support to the team.

Key position goals include Providing excellence in customer service to internal stakeholders.

Working with all internal stakeholders to deliver outcomes for the service delivery team.

Assisting the Service Delivery Manager with specific Customer facing service outcomes and also assisting in maintaining Managed Service Customer’s documentation.

Requirements

• Proven ability to deliver excellent customer service.
• Proficient in MS Excel, MS Word, MS PowerPoint.
• Excellent written and verbal communication skills.
• Strong documentation skills.
• Team orientated.
• Stakeholder management.
• Ability to work well under pressure.
• Familiarity with ITIL is desirable.
• Enthusiastic and self-motivated.
• Attention to detail.
• Willingness to learn and develop new skills.
• Dedicated and able to work to deadlines.
• Able to work both as part of a team.
• Able to take responsibility for own actions and performance.

Responsibilities:

• Participate in Operational meetings to assist in driving Customer service outcomes, record actions & update plans.
• Assisting Service Delivery Managers with coordinating activities, such as scheduling Field Services when required.
• Assist with coordinating meetings between internal stakeholders or customers related to service delivery.
• Reviewing tickets to identify and report on aged tickets, potential SLA breaches, and problems.
• Escalating SLA concerns to internal stakeholders for action.
• Monitoring service delivery performance metrics and identifying areas of improvement or attention to focus.
• Respond to client inquiries in a timely and professional manner.
• Assist SDM Team Leaders in administrative support as directed.
• Act as a point of escalation during business hours for Service Delivery Managers.
• Conduct scheduled data collection for designated clients monthly.
• Conduct monthly reporting tasks service delivery managers where the appropriate instructions and documentation has been provided.
• Working with Service Delivery team members to identify and fill knowledge management gaps.
• Comply with bA information security policies and procedures at all times.
• Maintain the operational documentation for assigned Managed Services Customers.
• Assisting the rest of the Service Delivery team with their clients when required (Annual leave, Personal leave, high workload).
• Maintain positive relationships with Service Delivery Team members.
• Maintain positive relationships with key stakeholders within the blueAPACHE teams.

Benefits

blueAPACHE continues to grow alongside some of Australia’s leading midmarket businesses, our valued clients. We continue to stay abreast of current technologies to maintain our competitive advantage, offering the opportunity to continually expand your technical expertise and provide an uncompressing offering to our clients. We recognise our people are our most significant differentiator.

• We offer options for you to interview virtually.
• blueAPACHE offers an environment to make a real difference, develop careers within a supportive and rewarding environment.
• Flexibility to work the way that aligns with our values of employee and customer experience, including hybrid/work from home model.
• Regular social events and an awesome culture – work with a team of experts in their field.
• Ongoing training and development including paid certifications.
• Quality hardware and laptop provided.
• Employee referral programs - once you are in and you are loving it - you can refer a friend and get paid for it!

*** Please note, all offers of employment at blueAPACHE are subject to police clearance checks