Service Delivery Operations Specialist

Date: 16 Mar 2025Region: IsraelAs 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 neededCoordinate activities and prioritize conflicting requirements among Customer Success clientsEnsure adherence of resources to AKT Customer Success framework, methodologies, and guidelinesVerify support routines are maintained and proactively coordinate required activities with internal resources and customers as neededDelivery/Support Monitoring:Monitor consultants’ level of support and deliverables against time, cost, and qualityAnalyze reports and statistics to provide insights into consultants' responsiveness and efficiency in assigned tasksClient Management:Manage client expectations regarding activities status, updates, scope changes, timelines, and budgetsAdvocate for client needs to the technical team and ensure customer satisfaction through proactive communication and follow-upCollaboration with Customer Success Partner:Work closely with the Customer Success Partner to manage client relationships effectively and communicate regularly on activity status, challenges, and resolutionsSupport in operational client management, including budget and documentation managementJob Requirements:A bachelor’s degree or higher2+ years of experience as a Service Delivery Operations Specialist in SaaS, cloud solutions, or information systems global companies – an advantageDemonstrated experience in coordinating across multiple client accounts, and diverse projects/tasks simultaneously – a mustDemonstrated experience in sustaining and growing long term relationshipsStrong functional understanding of the HR domain – an advantageDemonstrated HCM experience, preferably working knowledge of SuccessFactors – an advantageAbility to navigate analytical tools like reports and dashboards, and derive actionable insightsProfessional ability in all MS Office applications – a mustPersonal Skills:Dynamic customer-oriented team player with strong commitment and drive to accomplish individual and team tasks and goalsExcellent client management skillsHonesty and integrity across communications and tasksSelf-motivated, flexible and able to meet tight deadlinesProfessional in delivering customer satisfaction in challenging environmentsTake initiative, exercise sound judgment and results-orientedCommunication 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 demeanorCritical thinking: identifying and understanding issues, problems, and opportunities; taking courses of action based on sound analysis and judgmentAKT Offers:A wide range of benefits and opportunities for career growthRealistic growth opportunities into either technical practices or business consulting environmentFlexible working hoursStimulating and collaborative working environmentInternational 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