Service Delivery Administrator

Pemahaman Company Profile dan Role

Learning Objectives: Understand Welcome Pack Administration process & able to create onboard Letter Hands On Activities Introduction to Welcome Pack & Onboard Letter Prepare and issue onboarding letters for new maintenance Maintain welcome pack and onboarding trackers Coordinate onboarding activities with SDM and business stakeholders Monitor completion of onboarding requirements Ensure onboarding documents are properly archived and updated Follow up pending onboarding actions and approvals Expected Output Able to manage Welcome Pack administration and onboarding letter processes to support new maintenance customer onboarding. Able to coordinate with SDM and business stakeholders to ensure onboarding activities are completed accurately and on schedule. Able to maintain onboarding records, trackers, and supporting documentation in accordance with company procedures.

Learning Objectives Introduction to Service Level Agreements (SLA) & Preventive Maintenance (PM) PM Schedule registration process PM Tools & Tracker Management Service Documentation Standard Dashboard and Status Report PM Professional email communication Hands on Activities Register PM Schedule in PM Tracker Update Maintenance Period Information Monitor Monthly PM Due Dates Support PM Schedule Reminder activites Follow up to CDM Expected Output PM Tracker updated PM Due date Monitoring Report PM Supporting Document Repository

Learning Objectives Understand the complete BAST lifecycle through to obtaining customer approval. Managed Services & Support Services Documentation Management Learning Materials : Introduction to Service Acceptance Certificate (BAST) Process Monthly, Quarterly, Semesterly & Yearly BAST Cycle BAST Supporting Documents BAST Drafting Process Service Acceptance Process Approval Matrix & Authorization Customer Follow-up Management Hands-on Activities Prepare Draft BAST Verify Supporting Documents Monitor BAST Due Date Coordinate Approval Process Update BAST Status Tracker Expected Output BAST Tracker BAST Supporting Document Checklist Weekly BAST Status Update

Work at Risk (WAR) Monitoring & Escalation Learning Objectives Able to identify outstanding WARs and perform timely follow-up actions to ensure proper tracking and resolution. Escalation Process Hands-on Activities Follow up CSM/Sales Renewal/Client Managers Update WAR Status Expected Output Weekly WAR Report

Create a Service Delivery Operational Dashboard (Master Data) containing: Welcome Pack & Onboard status PM Schedule Status BAST Tracking Status & Billing Status Work At Risk Status Outstanding Action Items Improvement Recommendations

Learning Objectives: Understand the overall Service Delivery process and contract lifecycle. Learning Materials : Company Orientation & Business Overview Introduction to Infrastructure Services Organization Managed Services & Support Services Business Process Understanding Purchase Order (PO), Contract Administration Basics, WO, RO, CO and OCN Service Period and Maintenance Cycle Microsoft Excel Fundamentals Professional Email and Business Communication Practical Assignment : Review active service contracts Understand BAST schedules and service periods Create a simple contract-tracking worksheet