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For Companies At a Glance
- Tasks: Manage client portfolios and deliver top-notch service remotely while driving improvements.
- Company: Join CDW, a leading tech solutions provider with a focus on innovation.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Why this job: Be a trusted advisor and make a real impact on customer satisfaction.
- Qualifications: Degree level education and strong communication skills are preferred.
- Other info: Dynamic work environment with a focus on continuous improvement and career advancement.
The predicted salary is between 28800 - 43200 £ per year.
Overview
The Service Delivery Associate (SDA) is an entry level service management position located in the Service Delivery Office. The SDA will provide a remote desk-based service to our smaller managed customers and will typically manage 10+ customers each. Duties will include the creation of service reports for assigned customers and hold service review meetings via Teams. The SDA will maintain a service management plan and work with internal teams to drive continual improvement and manage risk. The SDA will gain an understanding of their assigned customers business and will continually drive best practice and ensure service excellence. The SDA will arrange and manage meetings regarding renewals of customer contracts and will also look to identify opportunities for future business by facilitating introductions to SMEs to support in realising those opportunities. The role supports hybrid working with a requirement to be in the office 2 days per week.
Responsibilities
- 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.
- Manage 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.
- Ensure any potential opportunities for additional business are highlighted and communicated clearly to the Account Management team.
Qualifications and Skills
- 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.
- Experience 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.
Essential Attributes
- 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 thinking.
- Ability to work under pressure in a changing and expanding environment.
About CDW
CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. We pride ourselves on delivering innovative solutions across a broad range of services and products, and on helping our customers achieve their technology goals.
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Service Delivery Associate employer: CDW Limited
Contact Detail:
CDW Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Associate
✨Tip Number 1
Get to know the company inside out! Research CDW's values, services, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Service Delivery Associate, you'll need to be clear and concise. Try role-playing with a friend or using video calls to simulate those service review meetings you'll be holding.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn and engage with their posts. This can give you insights into the company culture and might even lead to a referral!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the CDW team.
We think you need these skills to ace Service Delivery Associate
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Service Delivery Associate role. Highlight your relevant experience and skills that match the job description, like your communication and relationship management abilities.
Showcase Your Skills: Don’t just list your qualifications; demonstrate how they apply to the role. If you have experience in service improvement or IT service management, share specific examples that show how you’ve made a difference in previous roles.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon unless it’s relevant to the role. This will help us see your communication skills right from the start!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at CDW Limited
✨Know Your Customers
Before the interview, take some time to research the company and its clients. Understanding their business and the challenges they face will help you demonstrate your ability to be a trusted advisor. Be ready to discuss how you can enhance customer loyalty and satisfaction.
✨Showcase Your Communication Skills
As a Service Delivery Associate, strong verbal and written communication skills are crucial. Prepare examples of how you've effectively communicated in previous roles, especially in managing relationships or presenting reports. Practise articulating your thoughts clearly and confidently.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've identified process gaps or improved service delivery. Be prepared to share these examples during the interview, highlighting your analytical skills and proactive approach to problem-solving. This will show that you can drive continual improvement.
✨Prepare for Scenario Questions
Expect questions that assess your ability to handle real-life situations, such as managing client expectations or dealing with service delivery issues. Practise responding to these scenarios, focusing on your thought process and the steps you would take to resolve them.
