Service Delivery Specialist
3 settimane fa
Trueblue is a tech company that develops CRM solutions, ready-to-use BI and AI tools dedicated to the pharma industry. Well-established in Italy and ready to expand across Europe, we work every day to revolutionize how companies manage sales, marketing, events, and relationships with pharmacies. We operate in a fully digital B2B environment where Artificial Intelligence isn’t just a trend — it’s an integral part of our daily work.
The Role
We are looking for a Service Delivery Specialist to cover a maternity leave replacement, with concrete opportunities for a long-term position at the end of the assignment. You will join our
Service Delivery
area, ensuring high-quality service for our clients. You will play a key role in monitoring service performance, managing client relationships, and making sure our solutions effectively meet their needs.
Key Responsibilities
Take charge of tickets assigned by colleagues or submitted directly by clients, when required by SLAs or specific contractual agreements.
Perform functional and application analysis of requests, interpreting the client’s context, the involved processes, and the potential impacts.
Manage tickets autonomously within Incident Management and Request Fulfillment, with the ability to resolve medium-complexity issues.
Interact directly with clients to gather additional information, provide status updates, and share the final resolution.
Collaborate with other internal teams for the escalation of complex issues, change requests, or recurring anomalies.
Use company IT tools (ticketing system, client portal, email, knowledge base) in compliance with internal policies and traceability standards.
Review and update internal knowledge base articles to improve first-contact resolution (first-time fix).
Participate in training sessions on company processes, product functional updates, SLAs, and contractual KPIs.
Actively contribute to achieving assigned performance indicators (e.g., SLA compliance, average response time, etc.).
Requirements
Experience in client service roles, ideally within the IT sector.
Understanding of support service processes and service delivery models.
Strong communication and interpersonal skills.
Problem-solving attitude and customer-focused mindset.
Ability to manage multiple priorities in a dynamic environment.
Professional knowledge of English language.
Knowledge of a second language is considered a strong plus.
Familiarity with service management tools.
Ability to work independently and as part of a team.
Nice to Have
Previous experience in IT or tech-driven companies.
Ability to identify and implement process improvements.
What We Offer
Competitive salary and benefits package.
Training on our proprietary solutions and continuous professional development.
A dynamic, collaborative, and innovative work environment.
Career growth opportunities within the support team or across other areas of the company.
Seniority level
Entry level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
IT Services and IT Consulting
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