Service Delivery Support Administrator

Overview

Service Delivery Support Administrator

The Service Delivery Support Administrator provides essential administrative, operational, and coordination assistance directly to the Service Delivery Manager (SDM) and the technical support team. This role is crucial for ensuring the smooth, organized, and compliant delivery of IT managed services to the client, specifically focusing on data integrity, reporting, and process execution as dictated by the SDM and contract requirements.

Responsibilities

• Process Documentation: Assist the SDM in drafting, reviewing, and maintaining procedural documentation, including Standard Operating Procedures (SOPs), service manuals, and site-specific instructions.
• Onboarding & Offboarding Administration: Manage the administrative checklist for team member transitions (onboarding new staff, offboarding departing staff, vendor access changes).
• Service Improvement Tracking: Track and report on actions related to Continuous Service Improvement (CSI) plans identified by the SDM, ensuring follow-up items are addressed.
• Change Management Administration: Coordinate and track the administrative components of the Change Management process (logging changes, scheduling reviews, tracking approvals).
• Invoicing and Billing Coordination: Coordinate with the finance department and the SDM to verify service consumption data against invoices, tracking equipment orders and recurring service costs.
• Contract Administration: Maintain an organized, up-to-date repository of client contracts, scope documents, and Statements of Work (SOWs) for quick reference by the SDM.
• Expense Management: Process and track expense reports, purchase orders, and travel requests for the service delivery team, ensuring adherence to budget and corporate policies.
• Scheduling and Meeting Management: Manage the SDM’s calendar, schedule internal team meetings, client review meetings, and necessary follow-up calls. Responsible for taking accurate minutes and tracking action items.
• Asset Tracking Support: Assist the technical team in ensuring the physical and logical asset tracking records are consistent and up-to-date.

Qualifications

Qualifications:

• Experience: 3+ years in an administrative or operational coordination role, preferably supporting management within an IT or professional services environment.
• Systems Proficiency: Highly skilled in Microsoft Excel for data manipulation and reporting, and proficient in the full Microsoft Office 365 suite (Outlook, PowerPoint, Word).
• Tool Familiarity: Experience interacting with ITSM systems (e.g., ServiceNow, Remedy) and basic familiarity with project management or tracking software.

Skills and Competencies

• Detail Orientation: Exceptional focus on detail and accuracy, particularly when handling data, reports, and financial information.
• Proactivity and Organization: Proven ability to manage complex schedules, prioritize tasks from multiple sources, and work autonomously to meet deadlines.
• Professional Communication: Excellent written and verbal communication skills; professional demeanor required for interacting with senior management and client representatives.
• Confidentiality: Demonstrated ability to handle sensitive client and company financial/performance data with discretion and professionalism.