Position: Service Delivery CoordinatorLocation: onsite in Lisbon, PortugalEmployment type: PermanentDUTIES AND RESPONSIBILITIES:Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client's services and performance are aligned with the Customer's business plansCoordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.Relationship ManagementMaintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needsOperational / Performance ManagementManage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warrantedReview Key Performance Indicators (KPIs) and provide action plans, when necessary.In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively.Identify ongoing benefits, opportunities, and innovation for continual service improvementProvide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposesProvide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requestedParticipate in business meetings and general inputs in day-to-day improvementsREQUIREMENTS:Bachelor's / Masters degree or equivalent in a related fieldPower Point, Excel, Outlook, Word, Microsoft TeamExcellent knowledge of Dutch and English (C1)Action ManagementBusiness Planning and Resource ManagementFinancial & Budgeting ManagementService Management Reviews and Performance.Contract review and account management.Manage Customer enablement duties and service level.Reporting and business meeting.Creativity and innovationAdaptability & FlexibilityVision and StrategyBENEFITS:Permanent contractCompetitive salaryPrivate health and life insurance from day one in the companyWorking hours: Monday to FridayOn-site Work ModuleMeal allowance on card/voucher#J-18808-Ljbffr
