Service Delivery Operations Specialist

Date: 16 Mar 2025
Region: Israel

As one of the largest SAP Cloud People Solutions consulting firms in the EMEA region, AKT is expanding its team and recruiting for a Service Delivery Operations Specialist, who will work in alliance with the Customer Success Partner cultivating the relationship throughout the customers’ journey with SuccessFactors and will serve as the first point of contact for all operational activities with clients after initial implementation.

Reporting to the Service Delivery Team Lead, this position is open for candidates living in Israel, and is available to work remotely.

Key Responsibilities:

The Service Delivery Operations Specialist’s responsibilities will encompass, among others, managing resources, coordinating activities, monitoring performance, and maintaining high client satisfaction.

Resource Management:
Work closely with Resource allocation team to ensure appropriate and sufficient resources are allocated as needed
Coordinate activities and prioritize conflicting requirements among Customer Success clients
Ensure adherence of resources to AKT Customer Success framework, methodologies, and guidelines
Verify support routines are maintained and proactively coordinate required activities with internal resources and customers as needed

Delivery/Support Monitoring:
Monitor consultants’ level of support and deliverables against time, cost, and quality
Analyze reports and statistics to provide insights into consultants' responsiveness and efficiency in assigned tasks

Client Management:
Manage client expectations regarding activities status, updates, scope changes, timelines, and budgets
Advocate for client needs to the technical team and ensure customer satisfaction through proactive communication and follow-up

Collaboration with Customer Success Partner:
Work closely with the Customer Success Partner to manage client relationships effectively and communicate regularly on activity status, challenges, and resolutions
Support in operational client management, including budget and documentation management

Job Requirements:

A bachelor’s degree or higher
2+ years of experience as a Service Delivery Operations Specialist in SaaS, cloud solutions, or information systems global companies – an advantage
Demonstrated experience in coordinating across multiple client accounts, and diverse projects/tasks simultaneously – a must
Demonstrated experience in sustaining and growing long term relationships
Strong functional understanding of the HR domain – an advantage
Demonstrated HCM experience, preferably working knowledge of SuccessFactors – an advantage
Ability to navigate analytical tools like reports and dashboards, and derive actionable insights
Professional ability in all MS Office applications – a must

Personal Skills:

Dynamic customer-oriented team player with strong commitment and drive to accomplish individual and team tasks and goals
Excellent client management skills
Honesty and integrity across communications and tasks
Self-motivated, flexible and able to meet tight deadlines
Professional in delivering customer satisfaction in challenging environments
Take initiative, exercise sound judgment and results-oriented
Communication skills: ability to communicate clearly in both Hebrew and English (written and oral), build rapport, listen effectively and apply questioning techniques to understand customer needs and resolve issues in a timely manner while maintaining a consistent demeanor
Critical thinking: identifying and understanding issues, problems, and opportunities; taking courses of action based on sound analysis and judgment

AKT Offers:

A wide range of benefits and opportunities for career growth
Realistic growth opportunities into either technical practices or business consulting environment
Flexible working hours
Stimulating and collaborative working environment
International business environment (offices in the UK, DACH, India, France, North America, Israel, and Czech Republic)
Internal knowledge transfer, training and coaching by our dynamic team of consultants and experts