Service Delivery and Contract Specialist

South Cerney, UK
15 Jun 2019
01 Jul 2019
Contract Type
Full Time
Nuvias Support and Education Services

Nuvias Group is redefining international, specialist IT distribution. Working across EMEA, we have created a platform to deliver a consistent, high value, service-led and solution-rich proposition ready for the new world of technology supply. This allows partner and vendor communities access to exceptional business support that enables new standards of channel success.
  • Nuvias was born from cyber security specialist and award-winning, value added distributor, Wick Hill; advanced networking specialist and award-winning EMEA distributor, Zycko and SIPHON Networks, an award-winning Unified Communications integrator for the channel. All three companies have proven experience in providing innovative technology solutions from world-class vendors, delivering exceptional market growth.
  • Nuvias Support provides technical support, maintenance and managed services to provide contracted Group customers peace of mind that the equipment they have bought from the company will be supported, maintained and managed and any failed items replaced or repaired in a timely manner to keep their critical business systems functioning optimally. It is a service unique in the organisation with time-definite service levels to be met, operating 24 hours per day, every day, globally.
  • Nuvias Education Service delivers vendor accredited training services to resellers and end-customers alike, internationally. Enabling our customers to better exploit the technologies and solutions supplied through Nuvias provides them with optimal value and helps keep Nuvias their partner of choice.
  • Adhering to company policy and working to the company ISO Quality Management system (9001 certification) and company security management system (27001 certification) at all times

Job Summary
  • Working with the Service Delivery Manager, the successful candidate will be primarily responsible for the day-to-day administrative aspects of the Nuvias Support service and the Nuvias Portal, the web-based tool that provides a service delivery platform to both internal and external customers.
  • This will involve liaising with the Group sales teams, the accounts, purchasing, warehouse and logistics teams to ensure that all aspects of providing the service, e.g. the processes to be followed, the data to be recorded, the actions to be taken, are carried out efficiently and accurately to enable the delivery of the best possible service and experience to Group customers and their customers.
  • On-going there will be a requirement to work with the development and data teams to coordinate enhancing the functionality of the Portal as required to best service the future needs of the business.
  • There will be a need to constantly monitor email to proactively handle incoming queries from internal and external customers and provide rapid responses.

Key Tasks / Responsibilities:
  • Efficiently process contracts and distribute with relevant information to Group sales teams
  • Liaise closely with the Group sales and product management teams and update them of any issues.
  • Maintain and update contract and contact data in the support portal and liaise with vendors
  • Procure, locate and replenish spare parts as required
  • Assist the Service Desk teams with contract and contact queries
  • Follow up all customer satisfaction surveys generated to ensure at least a 20% return rate
  • Monitor and respond to incoming customer queries
  • Monitor support tickets as required
  • Work with the Head of Training to organise education courses
  • Assist with general queries and issues
  • Adhere to company policy and work in line with the company quality management system at all times.

Essential Skills
  • Logical and detailed thinker
  • Highly numerate
  • The ability to continue to work efficiently and accurately, often under pressure to ensure that the service runs smoothly.
  • Experience of using Microsoft Office suite of applications, such as Word, Excel and Outlook.
  • Excellent communication skills and comfortable dealing with customer queries by phone
  • Forward thinking, self-starting, tactful and well organised
  • Comfortable managing a varying workload and prioritise work based on conflicting demands
  • Maintaining a focus on customer satisfaction at all times.

  • A working knowledge of D365 and / or Oracle CPQ would be beneficial.
  • An understanding of basic data network components and architecture would be advantageous, plus an ability to learn new applications quickly

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