Service Delivery Specialist

NEC is a world-leading technology company, delivering a comprehensive portfolio of ICT solutions and services to enterprise, government, and small business customers.

We combine innovative technology with expert talent to help our clients maximise the value of their ICT investments. From consulting and professional services to managed services and infrastructure support, NEC is a trusted partner for end-to-end ICT solutions. We’re also driving innovation in AI, biometrics, and quantum technology.

Due to growth in our business, we now have a permanent opportunity for a passionate ICT Service Delivery Specialist who is keen to join a close knit and supportive team. In this role the primary responsibilities will include being the primary operational point of contact for customers and the broader service delivery team/manager, to fulfil our business contractual obligations. This role acts as a trusted adviser and will liaise between internal colleagues and our customers.

Key Accountabilities:

• Primary operational contact point for customers and internal technical teams
• Co-ordination and oversight of internal teams to ensure Incidents, changes and operational activities are managed within SLA’s.  
• Responsible for the end to end process of invoice billing to the customer
• Validate monthly invoice billing with 100 % accuracy and meeting of timelines
• Identify service delivery improvement initiatives within the account
• Queue Monitoring; delivery services within the structured service delivery framework meeting customer contracted terms, conditions and SLA’s
• Reporting; maintain and deliver up to date reports within the structured service delivery framework to meet customer contracted terms and conditions and SLA’s

Skills & Experience:

• Previous Service Delivery Manager experience preferred
• Worked in a service industry with demanding customer needs
• Highly developed knowledge of the ITIL Service framework
• Able to understand the customer’s requirements and offer solutions
• Previously worked with contractual requirements
• Proven experience where attention to detail was imperative
• Understanding of Service Level Agreements 
• Solid communicator - good presentation skills with the ability to articulate and sell ideas
• ITIL certification desirable

At NEC, we offer an outstanding working environment, fantastic corporate culture and an excellent track record of internal promotions along with continuous learning and development opportunities. We place great emphasis on our staff satisfaction, and you will enjoy a wide range of benefits such as flexible work options, 14 weeks paid parental leave, NEC Partner Product Discounts, access to great discounts at many retail providers, health and wellbeing program and much more.

NEC is committed to achieving a diverse workforce and strongly encourages applications from Aboriginal and Torres Strait Islanders.