Service Delivery Administrator

Role Overview

• Act as the administrative point of contact for customer orders, cancellations and porting requests
• Ensure that provisioning tasks are escalated correctly within the SLAs
• Liaise with suppliers to ensure services are delivered on time to our customers
• Liaise with customers to ensure we have correct and complete information from them to fulfil their requests
• Handle customer and third-party sensitive information in accordance with the company information classification and handling policy
• Ensure that customers have a positive experience when working with our provisioning department
• Manage stock and number inventories to ensure the numbers are correctly allocated to customers and made available when necessary
• Adhere to the guidelines of the Acceptable Use Policy and follow the company ethics detailed within the Code of Conduct Policy.
• Attend all Security Training sessions and follow the company’s Security Incident Management Process to report security events.
• Follow guidelines for physical security of the equipment provided and observe clear desk and clear screen policy as defined in the company’s Physical and Environmental Security Policy.
• Be aware of the technical requirements when working remotely and apply as many secure remote working guidelines as possible as defined within the Remote Working Policy.
• Be aware of the requirements for classification and handling of all information accessed or processed, as is defined within Pure IP’s Information Classification and Handling Policy
• Prioritize tasks and adhere to established processes
• Assist with audits as required

Requirements

• 1-3 years of telecommunications and/or voice service delivery experience, including at least 1 year of hands-on number porting experience
• Experience fulfilling VoIP services, such as phone numbers, SIP trunks, and related services
• Hands-on experience managing service orders and support tickets
• Strong written and verbal communication skills
• Customer-focused approach, with the ability to build positive, professional relationships
• Strong organizational skills, including effective time management and attention to detail
• Experience using Microsoft 365, including Excel and Word
• Ability to work independently and proactively
• Working knowledge of ServiceNow is preferred

Tech Stack

• ServiceNow
• VoIP

Benefits

• Competitive base salary
• Annual salary reviews
• Holiday entitlement (paid annual leave)
• Paid UK bank holidays
• Critical illness cover
• Income protection insurance
• Private medical insurance (PMI)
• Employer-matched NEST pension scheme
• Life assurance