Responsibilities:
The Service Delivery Operations Specialist’s responsibilities will encompass, among others, managing resources, coordinating activities, monitoring performance, and maintaining high client satisfaction.
- Resource Management:
- Work closely with Resource allocation team to ensure appropriate and sufficient resources are allocated as needed
- Coordinate activities and prioritize conflicting requirements among Customer Success clients
- Ensure adherence of resources to AKT Customer Success framework, methodologies, and guidelines
- Verify support routines are maintained and proactively coordinate required activities with internal resources and customers as needed
- Delivery/Support Monitoring:
- Monitor consultants’ level of support and deliverables against time, cost, and quality
- Analyze reports and statistics to provide insights into consultants’ responsiveness and efficiency in assigned tasks
- Client Management:
- Manage client expectations regarding activities status, updates, scope changes, timelines, and budgets
- Advocate for client needs to the technical team and ensure customer satisfaction through proactive communication and follow-up
- Collaboration with Customer Success Partner:
- Work closely with the Customer Success Partner to manage client relationships effectively and communicate regularly on activity status, challenges, and resolutions
- Support in operational client management, including budget and documentation management
Job Requirements:
- A bachelor’s degree or higher
- 2+ years of experience as a Service Delivery Operations Specialist in SaaS, cloud solutions, or information systems global companies – an advantage
- Demonstrated experience in coordinating across multiple client accounts, and diverse projects/tasks simultaneously – a must
- Demonstrated experience in sustaining and growing long term relationships
- Strong functional understanding of the HR domain – an advantage
- Demonstrated HCM experience, preferably working knowledge of SuccessFactors – an advantage
- Ability to navigate analytical tools like reports and dashboards, and derive actionable insights
- Professional ability in all MS Office applications – a must
Personal Skills:
- Dynamic customer-oriented team player with strong commitment and drive to accomplish individual and team tasks and goals
- Excellent client management skills
- Honesty and integrity across communications and tasks
- Self-motivated, flexible and able to meet tight deadlines
- Professional in delivering customer satisfaction in challenging environments
- Take initiative, exercise sound judgment and results-oriented
- Communication skills: ability to communicate clearly in both Hebrew and English (written and oral), build rapport, listen effectively and apply questioning techniques to understand customer needs and resolve issues in a timely manner while maintaining a consistent demeanor
- Critical thinking: identifying and understanding issues, problems, and opportunities; taking courses of action based on sound analysis and judgment
Please apply on this link and add a remark “Referred by Telfed”
https://careers.aktglobal.com/job/Service-Delivery-Operations-Specialist-Israel-based/815932102/