Job description
Shift Operator - Specialist Services
2. Participates in customers monthly service review meetings, with effective service level agreements (SLAs) reporting and associated analysis.
3. Executes the review and progress assessment on continuous service improvement plans for each customer.
4. Supports the development of the operational service improvement plan through gathering of information and resources, ensuring that improvements are identified, prioritised and fixed.
5. Acts as a point of escalation for routine and non-routine problems for assigned customers, building a strong business relationship.
6. Ensures regular contact with customers to be able to promote products and services according to the needs of customers, in conjunction with the sales team.
7. Supports in the implementation of ways to improve working processes within the area of service delivery
- You are expected to leverage your extensive operational experience and technical expertise to create and deliver an exceptional customer experience, while fully understanding and meeting the diverse needs and expectations of our customers.
- You should possess a comprehensive understanding of technical processes and procedures across a wide range of platforms and aspects of the Managed Service.
- Your qualifications and authorisations should be recognised and endorsed by customer and user authorities, enabling you to serve as a platform Shift Operator. It is crucial to maintain up-to-date technological knowledge and competency, continuously striving for the highest standards of security compliance and accreditations in order to provide secure and tailored managed services.
- To fulfill your role as authorised and required, in accordance with the Security Aspects Letter (SAL) and the Defence Managed Services Contract, it is essential to possess and maintain the necessary personal security credentials and technology accreditations, as applicable and required. DV Clearance is required in this instance.
Leading inclusively
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.