Solutions and Services Delivery Executive
5 months ago
**Position Overview**
- You will be working as part of the Projects and Service Management Office under the Projects and Solutions Delivery Manager providing solutions and service delivery to internal and external clients while following operational policies and processes that are compliant with industry standards (e.g. Information Technology Infrastructure Library (ITIL)). Part of your scope of work will be the on-going management and monitoring of the Solutions portfolio, while assisting in the management and tracking of delivery of services including projects.
- Execute the fulfilment of solutions and services as per request from internal and external customers.
- Coming up with new ideas to make improvements to the solutions and services delivery framework.
- Management reporting on solutions and services delivery.
- Tracking of key project milestones.
- Work in project teams to establish project parameters through comprehensive scoping within budgetary confines while maintaining expected timelines.
- Administration tasks associated to client and vendor servicing - such as processing purchase requisition forms and verifying invoices.
**Key Responsibilities /Accountabilities**:
**Solutions & Services Delivery**
- Assist and execute the planning, scoping of requirements, design, development, integration and testing of solutions and services provided by the company to its customers.
- Work with pre & post sales on implementation & maintenance of solutions and services.
- Responsible for task planning, processing and performing all tasks in an efficient manner in cooperation with other stakeholders.
- Responsible for management of vendors providing solutions and services to the company.
- Present solutions & services to customer/client audiences/professional peers while maintaining positive interaction.
- Evaluate new service options, identify issues and impacts, and provide feasibility and ROI recommendations.
- Assist in execution and implementation of assigned enterprise infrastructure systems to ensure successful deployment and operation by developing and documenting detailed standards (e.g. guidelines, processes, procedures) for the implementation and maintenance of solutions and services.
- Negotiate, where necessary, with other departmental managers for the acquisition of the required personnel from within the company for any internal/external projects.
- Execute the fulfilment of Solutions & Services Delivery orders on a day-to-day basis. This involves drawing up timeframes for the completion of activities within the Department.
**Service Delivery Continuous Improvement**
- Improve workflow, processes and policies to support key objectives and goals of the company.
- Improve management reporting and increase visibility of operational activities and challenges through weekly & monthly reports.
- Improve and ensure that any backlogs are eliminated and timelines maintained.
**Technical & Project Delivery**
- Responsible for the solution execution of any product and services offered by the company and for the continuous improvement of projects, business processes and any related tasks.
- Tracks key project milestones and adjusts project plans and/or resources to meet needs of customers throughout the project lifecycle.
- Responsible to ensure monthly billing and annual renewal of any solution & product subscription offerings.
- Attend all online, offline, on-site & off-site Product training or any Product Know-how briefing.
- Manage any project execution assigned, whether internal or external.
- Ensure that the associated administrative tasks are carried out and maintained for any solutions and products offered, including but not limited to:
- Costing & PR doc creation
- Quotation doc creation
- Basic processes and support documentation creation for solutions & services delivery.
**Customer Service Orientated**
- Maintain a continuous focus on and maintain customer experience both internally and externally.
- Support team members to satisfy the needs of internal and external customers.
- Ensure that corrective actions and preventive actions are taken to meet the needs of internal and external customers.
- Continuously raise and maintain the standards of customer service to improve the customer experience.
**Others**
- To verify service and product invoices, project/deployment costings and margins, to be completed within SLA.
- As deemed necessary, perform any additional duties assigned by the Management Team.
**Qualifications**
- Diploma / Degree in Information Technology related discipline
**Experience**
- Minimum of 3 years’ experience in working in related field.
**Other Requirements**
- Must be fluent in English for both spoken and written.
- Willing to travel and possess own transport.
- Flexible work hours and the flexibility and willingness to work non-standard hours on occasion to meet customer demands.
- Must be proficient with MS Office Suite and Google Workspaces Suite.
- Must have
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