Johnson Controls
Website:
johnsoncontrols.com
Job details:
Job Summary
The Service Delivery Administrator is responsible for supporting the delivery of services to clients by coordinating operational activities, maintaining service records, ensuring adherence to service-level agreements (SLAs), and facilitating communication between internal teams and customers. This role ensures efficient service execution, process improvements, and high customer satisfaction.
Key Responsibilities
Service Coordination & Administration
- Coordinate daily service delivery operations and administrative tasks.
- Maintain and update service delivery documentation, reports, and records.
- Track service requests, incidents, and resolutions using ticketing systems.
- Ensure all services are delivered in line with agreed SLAs.
Stakeholder Communication
- Act as a point of contact for clients regarding service updates and queries.
- Facilitate communication between operations teams, clients, and vendors.
- Provide regular updates on service performance and issues.
Reporting & Documentation
- Prepare service delivery reports, dashboards, and performance metrics.
- Maintain accurate records of service activities, contracts, and compliance documentation.
- Assist in audits and ensure proper documentation is available.
Process Improvement
- Identify areas for process improvements and operational efficiency.
- Support implementation of best practices in service delivery.
- Contribute to continuous improvement initiatives.
Issue Management
- Monitor and track incidents, escalations, and service disruptions.
- Assist in root cause analysis and corrective action tracking.
- Ensure timely resolution of customer issues.
Compliance & Quality Assurance
- Ensure adherence to company policies, procedures, and compliance requirements.
- Monitor quality standards and support service audits.
- Help maintain customer satisfaction and service excellence.
Required Skills & Qualifications
Education
- Bachelor’s degree in Business Administration, IT, Operations, or related field.
Experience
- 1–4 years of experience in service delivery, operations, or administrative roles.
- Experience with ticketing systems (e.g., ServiceNow, Jira) is preferred.
Skills
- Strong organizational and multitasking abilities.
- Excellent verbal and written communication skills.
- Proficiency in MS Office (Excel, Word, PowerPoint).
- Analytical mindset with attention to detail.
- Ability to work in a fast-paced and team-oriented environment.
- Basic understanding of IT service management (ITIL knowledge is a plus).
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