Service Delivery Administrator

The role is to be part of the Service Delivery Team and you would be responsible for managing the administrative aspects of Service Delivery and coordinating service delivery activities.

Role Responsibilities and Accountabilities

The responsibilities of this role include:
  • Administrative point of contact for customer orders (new numbers, porting/PSTN replacement, MPLS Circuit orders), cancellations and new enquiries 
  •  Provide clear and prompt communication with clients at all times
  • Ensure that provisioning tasks are submitted and worked on correctly within the agreed SLAs
  • Owner of the MPLS circuit reporting and all activities related to the administration of layer 2 connections 
  • Liaise with suppliers/vendors to ensure services are delivered on time to our customers. This includes requesting quotes, capturing relevant details and updating/writing documentation related to MPLS circuits
  • Liaise with customers and Acct Managers to ensure that we have the correct and complete information from them to fulfil their requests
  • Handle customer and third-party sensitive information in accordance with the company information classification and handling policy
  • Task prioritisation
  • Adhere to established processes
  • To assist the Service Delivery Manager with the production of weekly and monthly reporting such MPLS reports. 
  • To assist the SDM and Admin team on an ad hoc basis as required
  • Liaise with the Service Delivery Engineers to ensure that all work is completed with acceptable quality levels and to agreed timescales. 
  • Report on active deliveries, flagging issues with missed delivery dates or technical challenges. 
  • Review documents and making sure they have been filled in correctly by customers
  • Keep your tickets (in provisioning and service desk) up to date with the most current status and due dates as well and help monitor service desk queues 

Skills/experience Required:

  • Previous experience in number porting and provisioning
  • Good written and verbal communication skills
  • Strong attention to detail is essential
  • Excellent customer support skills
  • Previously worked in Telecommunications or IT
  • Experience managing conflicting priorities and multiple parallel projects preferable
  • Previous Admin experience in a Telecommunications or similar Service Delivery environment desirable
  • Previous experience in managing layer 2 connections (MPLS Circuits) with vendors/customers desirable 
    Strong organisational skills and time management
  • Educated to a min of A Level standard
  • Confident computer user, fluent in office applications such as Outlook, Teams, Excel & MS Word
  • Experience with ServiceNow or another service desk preferable but not essential

Key Personal Attributes

  • You can maintain high levels of professional behaviour even whilst working under pressure.
  • You are an excellent communicator, both written and verbal.
  • You can work to tight timescales under pressure, either alone or as a member of a larger team.
  • You are a responsible individual with a desire to take ownership of a problem and see it through to resolution.
  • You are open minded and can take a step back and look at a problem rationally, but without blinkers, enabling you to find alternate routes to success.
  • Enjoy working in a fast-paced ever-changing environment and can be flexible to changing situations
  • A natural interest to the telecoms and the technologies 

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