Service Delivery Associate

Mandatory Agile Skills Service Process Lead will respond to contractual incidents, s, and complaints by identifying, monitoring, and recording information. Ensure the Knowledge Management process, procedures and work instructions are adhered to by all relevant parties Monitor and report on the effectiveness of the Incident Management procedures Takes ownership for documenting, and monitoring adherence to all account related processes. Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA Monitors performance through statistical reporting and analysis. Analyses and identifies areas of improvement to the service to ensure customer satisfaction Prevents negative trends by properly raising and reacting to performance and progress gaps. Owns and accepts personal responsibility for customer problems and champions customer issues to resolution. Builds and enhances strong customer relationships and acts as an escalation point for the customer. Takes responsibility for learning about all current customer needs. Leading the problem management activities within a structured process framework ( ITIL)*Evaluating the incident impact and organizational readiness to limit potential risk.*Supporting the Process Specialist in decisions for Problem ticket and Root cause analysis (RCA).*Prepration of RACI Matrix.*Facilitating cross-departmental collaboration necessary for Problem management.*Evaluating and improving the Problem management processes.* Responsible for Service Review Calls with Customer.*Define KPIs with teams to ensure realization of ROI (Risk,Oppurtunites Issues) with adoption and user acceptance.*Responsible to maiantain escalation matrix (internal & extrnal) Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.*Resposible to audit the Problem & maintain QPI score