Service Delivery Associate

• Manage a portfolio of clients from within the Service Delivery Office who typically have standardised and repeatable requirements for support.
• Deliver standardised service reports and hold remote service reviews for assigned client base.
• M anage the performance of services provided to clients in line with the contract and ensure that Service Levels achieve or exceed contractual obligations.
• Operational accountability for service delivery targets, SLA’s, KPI’s, and applicable contractual compliance.
• Arrange and manage meetings regarding renewals of customer contracts.
• Increase customer loyalty and satisfaction through strong working relationships within the customer organisation.
• To be a trusted customer advisor, maintaining an open, honest, and transparent relationship with the customer .
• Implement a Service Management Plan (SMP) where appropriate and as directed by Line Manager.
• Provide service reporting in line with contractual obligations and using a format as directed by line management.
• Identify where process gaps exist and work with business stakeholders to review and refine them.
• Provide unbiased feedback and escalation to improve internal services process and workflows .
• E nsure any potential opportunities for additional business are highlighted and communicated clearly to the Account Management team.

The above is not an exhaustive list of duties and you will be expected to perform different

tasks as necessitated by your changing role within the organisation and the overall business

objectives of the organisation.

• Educated to degree level ( Desirable ).
• ITIL Foundation v4 (Desirable).

• IT Service Management methodologies and best practice (Desirable) .
• Excellent verbal and written communication, diplomacy, and negotiation skills.
• E xperience in service improvement .
• Ability to influence key stakeholders to drive towards common solution.
• Has knowledge of best practice and how area integrates with other areas and is aware of the competition and the factors that differentiate CDW in the market.
• Understand the importance of business processes and compliance, with the ability to demonstrate successful application of such.
• Strong relationship management skills.
• Excellent report writing and presentation skills.

• Analytical, with attention to detail.
• Patience, tolerance, and resilience during pressured and candid situations.
• Work independently and receive minimal guidance.
• Passionate, professional, with a ‘can-do’ attitude at all times .
• Strong self-motivation and emotional intelligence.
• Proactive conceptual thinkin g.
• Ability to work under pressure in a changing and expanding environment.

• Each Coworker is accountable for their actions and is required to exercise good judgment in everything they do. Part of that responsibility includes ensuring that you understand and live up to the values and standards we set for ourselves in the CDW Way, the CDW Way Code (our code of ethics and business conduct), the Information Management System (IMS), and all other policies and procedures relevant to your role.
• Each Coworker has a responsibility to ask questions when they are unsure of CDW’s values, standards, and policies, and to act if they believe someone else is not acting consistently with those values, standards, and policies.
• Each Coworker is responsible for maintaining customer focus and for periodically reviewing the Circle of Service Philosophy and the Quality Policy to understand CDW’s commitment to excellent client service and continual improvement. Co-workers must report any customer problems, feedback, service outages, and service improvement suggestions to management.
• Each Coworker is required to comply with CDW’s policies relating to Information Security and Data protection, specifically to: Protect all information assets from unauthorised access, disclosure, modification, destruction & interference Treat the security of all information assets according to their designated information security classification Ensure that they only access information assets that they are authorised to do so. Adhere to the procedure for reporting any security weakness or event Commit to, and participate in, personal development of information security awareness & knowledge Comply with all laws and contractual obligations regarding the protection of data
• Protect all information assets from unauthorised access, disclosure, modification, destruction & interference
• Treat the security of all information assets according to their designated information security classification
• Ensure that they only access information assets that they are authorised to do so.
• Adhere to the procedure for reporting any security weakness or event
• Commit to, and participate in, personal development of information security awareness & knowledge
• Comply with all laws and contractual obligations regarding the protection of data