Service Delivery Analyst

The Role

The Service Delivery Analyst will collaborate within the service team to assist the Service Delivery Manager in delivering CAE's Managed Services to customers.

This role involves executing, reporting on, and overseeing various keyl functions within CAE's Service Department, ensuring the delivery of high-quality service to end users and the implementation of Service Support and Service Delivery processes that meet business needs.

The analyst will manage a portfolio of service contracts and support the Service Delivery Manager with larger service contracts as needed. They will develop an understanding of each customer's business to ensure that the service provided meets or exceeds contractual obligations.

Responsibilities include working with the reporting team to produce monthly service reports and addressing issues with the NOC and Service Desk teams.

This customer-facing position requires establishing and managing expectations within the business and driving the Service Delivery team to meet those expectations to a high standard.

This is a remote role with travel to CAE Offices as and when required

What you will be doing?

• Ensuring high levels of accurate process and performance reporting and establishing service improvement activities when required (trend analysis & problem management).
• Developing relationships and communications with customers at all levels within their organisation and feeding this back into the business. Effectively communicating the role of Service Delivery Analyst to end-users and establishing the role as an escalation point for customer operational issues.
• Define, negotiate, document and monitor Service Level Agreements (SLA), ensuring that service reports are produced and that breaches of SLA targets are investigated, and actions taken to prevent recurrence.
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Provide regular and accurate management reporting on Service performance.
• Perform Service Reviews with customers.Document and deliver outcomes to all parties involved through formalised minutes and actions.
• Review and monitor change requests. Ensure that all changes are assessed for their impact on underpinning contracts, including attendance at Change Advisory Board meetings if required.
• Support the transition team in transitioning new customers into support and building process and reporting templates.
• Act as a central information facilitator for PreSales, PMO and NOC for new projects being scoped on existing Managed Service customers. This would include organising a Service Impact Analysis.
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
• Provide effective communication on all Service matters and build relationships with other teams to ensure effective dialogue between departments.
• Actively input into service improvement across CAE’s Service Department.
• Open to undertaking formal and non-formal training courses in areas of Managed Services such as ITIL and SDI as deemed necessary by the senior management team.
• Undertake proactive risk and issue management and mitigate the customer and CAE’s exposure to risk.
• Deliver and maintain customer satisfaction targets.
• Ensure the customer is fully briefed relating to the scope of services delivered by CAE.
• Provide accurate Customer Service information to the Operations teams to ensure a complete and concise understanding of services delivered to customers.

The above list is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the post.

What is needed?

• Understanding of outsourced services
• Understanding of sales cycles and customer service
• Exceptional communication skills, both written and verbal
• Ability to be flexible and adaptable; able to work in ambiguous situations
• Ability to clearly articulate messages to a variety of audiences
• Base level understanding of IT Technology
• Ability establish and maintain strong relationships
• Organized with a natural inclination for planning strategy and tactics
• Must be a team player and able to work collaboratively with and through others

The Company

This is CAE - Our goal is to be recognised as the most trusted and valued IT infrastructure solutions provider, and be chosen by our customers, partners and everyone in the CAE family, because of our unique understanding, total commitment and positive engagement.

We get recognised in a number of different ways:

• Having ISO9001 and 27001 certifications
• With multiple awards from manufacturers including Cisco and Dell Technologies
• Being 3 star accredited with the Service Desk Institute
• Within our industry with shortlists and wins from CRN

and every time we get an order from one of customers – recognising that we are their partner of choice whether they are in the Commercial, Public or not for profit sectors

It is our approach that sets us apart and our people that make us different #thisishowwedoit

What is next?

If successful, one of our dedicated recruitment team members will be in touch with you for a screening call. Please note, we will always endeavour to acknowledge every application we receive, however, due to the high volume of applications, we are unable to reply to every individual with specific feedback.

Benefits:

• MediCash
• Investors in Personal Development
• Pension Scheme
• Death in Service
• Staff Referral Scheme
• Discounted Private Medical Insurance
• Tech Scheme
• Will writing

Additional benefits: Shopping discounts, Length of service awards, Flu Vaccination Vouchers, Employee Recognition, Annual leave entitlements, Cycle to Work Scheme, Fresh Fruit

CAE Technology Services are an equal opportunities employer. We are committed to eliminating discrimination and encouraging diversity across our workforce. We aim to provide a fair and consistent job application process and to not discriminate on grounds of gender, marital status, sexual orientation, race, ethnic origin or disablement.