Service Delivery Executive

Job description

In this Transformative Age, the pace of change has never been faster and embracing transformation has never been more vital. As one of the service lines of EY, we offered to help clients to power their intelligent enterprise to thrive in this digital era by providing agile business transformation enabled with SAP technology. Our objective is to help clients to implement modern, highly functional systems with leading practice user experiences, in an agile and modular way to minimise risk and maximise business value delivered.

 

The opportunity

You will be working on projects that are cross borders and sectors with a high performing team, by either supporting or implementing SAP solutions for our clients. You will also be provided with extensive learning opportunities thru our leading-edge global SAP learning academy, Bootcamps, EY Badges and SAP certifications.

 

Your key responsibilities

·  Oversee, monitor and respond quickly to incoming incidents, problems, service requests and change requests.
·  Manage and coordinate assignment of tickets to respective support consultants
·  Monitor the ticket progress closely to ensure timely response within the SLA performance target set
·  Maintain and update ticket information within the ticketing application
·  Able to communicate complex issues to meet business and customer requirements to avoid escalations
·  Able to escalate issues in line with the internal and external processes to assist to meet customer demands
·  Evaluate escalations and action appropriately to assist to meet customer demands.
·  Handle customer feedback, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
·  Keep records of customer interactions, file documents to make sure there is proper documentation
·  Monitor and remind the support team to follow communication procedures, guidelines and policies
·  Assist in preparing monthly service delivery reports

 

Skills and attributes for success

·  Strong analytical and problem-solving skills
·  Demonstrates an organized and detailed approach to work
·  Able to define and follow instructions and procedures set
·  Strong drive to excel professionally, and to guide and motivate others
·  Advanced written and verbal communication skills
·  Dedicated, innovative, resourceful, analytical and able to work under pressure
·  Foster an efficient, innovative and team-oriented work environment

 

To qualify for the role you must have

·  Bachelor of Degree or equivalent, in any discipline
·  Minimum of 2-3 years working experience in the IT Service / Service Desk / Customer Service Delivery-related environment
·  Strong communication skills in English

 

Optional:

·  Communication skills in Mandarin
·  Certification in appropriate technologies for eg. ITIL

 

What we look for

Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator, you’ll be a confident team player equipped with strong people management skills and a genuine passion to make things happen in a dynamic organization. If you’re ready to take on a wide range of responsibilities, and are committed to seeking out new ways to make a difference, this role is for you.

 

What working at EY offers

EY offers a competitive remuneration package commensurate with your work experience, where you will be rewarded for your individual and team performance. We are committed to being an inclusive employer and are happy to consider flexible working arrangements (FWA), as needed, guided by our FWA Policy. Plus, we offer:

·  Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
·  Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
·  Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
·  Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

 

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.

EY | Building a better working world 

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.  

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.  

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.