Service Delivery Specialist

Service Delivery Specialist

About the Position

Csquare is seeking talented, highly-motivated individuals for the role of Service Delivery Specialist. Service Delivery is responsible for the successful management and delivery of Csquare products and services. Our Service Delivery Specialists are responsible for the service delivery lifecycle. We operate in a project management capacity, and we function as the single point of contact for clients during the service delivery process, as well as the coordination and escalation point for internal teams.

As such, we pursue the completion of objectives through requests for updates and task execution, submission of PRs and GR of POs for the purchasing of materials and labor, ensuring data accuracy through an initial order “scrub”, communication of milestones and changes to all stakeholders, and the setting and resetting of expectations during milestones or upon receipt of a change.

Essential Duties:

• Manages IT implementation projects for small to medium-sized solutions. Project management duties include validating technical requirements, conveying work plan tasks to technical personnel, provisioning equipment, and communicating solution status to clients.
• Inspects technical documents for standard solutions. Ensures that minimum requirements are met to start up and complete the implementation lifecycle – from validating requirements to provisioning and coordinating build activities, and closing the project via client signoff. This includes following the defined protocol when needing to cancel orders or place orders on hold when requirements are not met.
• Plans and facilitates kickoff meetings involving multiple stakeholder groups. This activity involves allocating Csquare engineering and technical resources and reviewing simple technical documents with stakeholders regarding small to mid-sized solutions.
• Manages client expectations by educating clients on implementation activities and communicating solution status.
• Documents project information for small-medium size projects. This involves recording implementation activities and miscellaneous notes in Csquare business applications in a manner that provides ample information needed to ensure a seamless client experience across all Csquare functions.

Position Objectives:

• Exhibits a proactive work approach by applying basic project management processes as a means to consistently meet project deadlines. Seeks help through managers and peers when needed in order to ensure the solution integrity and timeliness. Takes ownership and responsibility for decisions and project outcomes.
• Able to quickly solve problems inherent in small to mid-sized solutions. Knows how to identify problems, prioritize them, and access resources needed to resolve problems quickly. Knows when to seek engineering and technical expertise to solve problems. Knows when and how to escalate problems for management attention.
• Able to work on projects independently. Exhibits a “take charge” attitude and a propensity to take full ownership/responsibility for getting work done. Provides creative, efficient solutions when working through obstacles. Demonstrates a propensity to apply structure and discipline as needed to benefit an implementation effort’s outcome.
• Execute basic project management processes. Can explain the basic activities performed when validating requirements, scheduling and managing work plan tasks, identifying and communicating with stakeholders, and managing changes to project scope or completion date.
• Able to communicate effectively to individuals and groups of 4-5 people. Demonstrates experience communicating directly with clients in writing and verbally. Able to provide explanations in a clear, concise, and positive manner. Demonstrates an understanding of how to keep diverse groups on-topic using basic meeting facilitation techniques. Maintains a professional composure in highly charged situations.
• Process multiple project tasks at a time. Exhibits a systematic and logical approach to prioritizing multiple tasks in a given time period. Demonstrates the ability to work well in team environments and will “go the extra mile” in assisting senior personnel with complex tasks as needed.
• Able to manage issues inherent with projects. Able to recognize the nature of various change request types and understand the implications on project time and cost. Limited ability to identify risks and use sound judgment when mitigating risks or escalating problems. Demonstrates the importance of setting client expectations and being forthcoming when issues arise. Exhibits confidence in resolving issues and in leveraging internal resources to help resolve them.
• Skilled in ensuring positive client experiences. Demonstrates continued awareness of actions and attitude that instill a positive, seamless client experience. Represents the company as a unified entity by referring to business functions as “we” and demonstrating consistent messaging and work practices to ensure that all interfaces with the client are predictable and repeatable with every subsequent service request. Demonstrates continued pride and confidence in the company’s ability to deliver the right solution to the client.
• Bachelor’s Degree in Information Technology or Business related field or 2+ years of relevant industry experience preferred

This employer will not sponsor visas for this role.

Csquare is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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