Service Delivery Specialist

Role Title: BT - Service Delivery Specialist

Location(s) of role: Mohali

Fully remote, Hybrid, or Fully on-site: Hybrid

 

Bunge has an exciting opportunity available for BT - Germany Service Delivery Specialist.  In this role you will be part of a global team working on challenging, meaningful projects impacting core business activities.  Since 1818, Bunge has been connecting farmers to consumers to deliver essential food, feed, and fuel to the world.  Looking to the future, our ambition is to continuously reinvent ourselves, leveraging data to be at the forefront of analytics, technology and talent to accomplish our purpose in a better, faster and simpler way.  Bunge is committed to operating and thriving in the digital world – creating world class agile teams where teammates are empowered and encouraged to collaborate and test and learn to succeed.
 
At Bunge, people don’t just come here to work, they come here to grow – solving challenges that directly impact the world with a diverse team of thinkers and doers. Bunge offers a strong compensation and benefits package, generous paid time off program, flexible work arrangements, and opportunity to progress.  Our hybrid work environment provides a balance of in-office and remote work.

Most importantly, in all we do we live our values:
•    Act as One Team by fostering inclusion, collaboration, and respect
•    Drive for Excellence by being agile, innovative and efficient•    Do What's Right by acting safely, ethically, and sustainably

Overview:
The BT - Germany Service Delivery Specialist is a highly knowledgeable and experienced professional who plays a vital role in ensuring the seamless operation and continuous improvement of Bunge’s BT services at local level. This individual will support and manage various aspects of BT operations, including application and operating system support, network management, server administration, vendor management, and project implementation. This role demands strong technical expertise, exceptional problem-solving abilities, and a proactive approach to identifying and addressing potential BT challenges.

 

Main Accountabilities:

 

• Hardware Support: Installing, configuring, troubleshooting, repairing, and replacing desktops, laptops, printers, mobile devices, and other peripherals. This might also include server and network device support depending on the specific role.
• Software Support: Installing, configuring, and troubleshooting operating systems, applications, and software updates. This can include resolving application errors and assisting users with software usage.

• Network Support: Troubleshooting basic network connectivity issues, configuring network devices (routers, switches, access points), and ensuring network performance. Some roles may require more in-depth network knowledge.
• User Onboarding/Offboarding: Setting up new user accounts, configuring equipment for new hires, and reclaiming equipment from departing employees.
• Documentation and Knowledge Management: Creating and maintaining documentation, such as standard operating procedures (SOPs) and knowledge base articles, to facilitate issue resolution and knowledge sharing.
• Vendor Management: Coordination and management with different contractors,vendors and MSP. Manage daily relationships with BT vendors, handle procurement processes, oversee invoice processing, and ensure timely delivery of services.
• Incident and Request Management: Utilizing ticketing systems (ServiceNow) to track, manage, and resolve user requests and technical issues.
• Meeting Room Support: Setting up and maintaining meeting room technology, including audio-visual equipment and video conferencing systems.
• Country & Site-Specific Support: Providing support for specialized equipment or systems used at specific country locations, such as manufacturing plants, warehouses, laboratories or office. This might include process control systems, access systems, or other industry-specific technologies.
• Project Work: Lead and/or participate in local business & BT infrastructure projects, such as upgrades, migrations, and new deployments.
• Capitalization & Capex Closure: Manage the financial aspects of BT projects, ensuring compliance with capitalization and Capex closure procedures.
• BT Asset Refresh Management: Plan and execute timely refreshes of BT assets, including laptops, desktops, servers, and networking devices, ensuring optimal performance and productivity.

 

Impact/Dimensions:

 

 

• Expertise and contributions directly impact on the efficiency and reliability of BT systems and services, influencing the productivity of end-users and the success of business operations.
• Effective collaboration with various stakeholders, including BT team members, vendors, and business users, to ensure alignment and successful outcomes.
• Problem-solving and technical skills are essential for minimizing system downtime, mitigating risks, and maintaining secure and productive BT services.

 

Key Performance Indicators (KPIs) :

 

 

• Resolution time for any incidents, requests & escalated BT issues
• System uptime and performance metrics
• Successful project delivery within scope and budget
• User satisfaction with BT support and services

 

 

 

 

 

 

Major Opportunities and Decisions :

 

• Contribute to the continuous improvement of BT processes, identifying areas for automation, standardization, and optimization.
• Making sound technical decisions and recommendations regarding system configurations, software deployments, and security measures.
• Supporting the implementation of new technologies and solutions, ensuring their successful integration into the existing BT environment.

 

 

Management/Leadership:

 

 

• Provide daily guidance and direction to support staff and may guide the daily activities of team members. This individual may act as a technical lead on projects, providing direction and coordination to team members.

 

Key Relationships, Stakeholders & Interfaces (External & Internal):

 

 

• Works closely with the BT Manager or Team Lead
• Collaborates with BT team members, business users, and vendors

 

Knowledge and Technical Competencies:

 

 

• Deep understanding of ITIL framework and best practices
• Strong understanding of BT asset management principles
• Technical competencies:
  • Hardware Expertise: Deep understanding of computer hardware, including desktops, laptops, servers, peripherals, and mobile devices. This includes diagnosing hardware problems, performing repairs and replacements, and understanding compatibility issues.
  • Networking Fundamentals: Knowledge of network topologies, protocols (TCP/IP, DNS, DHCP), cabling, routers, switches, firewalls, and wireless networking.
  • Operating System Proficiency: Mastery of various operating systems, such as Windows, macOS, Linux, and mobile OS (Android, iOS). This includes installing, configuring, troubleshooting, and updating operating systems and related software.
  • Software Troubleshooting: Ability to diagnose and resolve software issues, including application crashes, compatibility problems, and malware infections. This also involves installing, configuring, and updating software applications.
  • Cybersecurity Awareness: Knowledge of security best practices, including password management, data encryption, malware detection, and incident response, to ensure the security of client systems and data.
  • Mobile Device Management: Ability to configure, troubleshoot, and support mobile devices, including smartphones and tablets, and their integration with corporate networks.

 

• Communication: Clearly conveying complex technical information to non-technical users, actively listening to user concerns, and providing effective solutions. Excellent written and verbal communication skills are crucial.

• Customer Service: Providing friendly, professional, and empathetic service to clients, building rapport, and managing customer expectations.
• Problem-Solving: Analyzing complex technical problems, identifying root causes, and implementing effective solutions. This involves critical thinking, logical reasoning, and creative problem-solving.
• Time Management: Prioritizing tasks, managing workload effectively, and meeting deadlines, often in a fast-paced environment.
• Teamwork and Collaboration: Working effectively with colleagues, sharing knowledge, and contributing to a team environment.
• Adaptability: Adjusting to changing priorities, new technologies, and different client environments.

 

 

Education/Experience (Identify types and length of education and experience needed to acquire the necessary skills and knowledge to accomplish the desired end results.  Some examples are education & training, and years of experience):

• Bachelor’s degree, or equivalent combination of education and experience, in Computer Science, Information Technology, or a related field.
• 3+ years of proven experience in an IT support role, demonstrating a strong understanding of IT operations, infrastructure management, and service delivery.
• Proven ability to lead and manage IT projects.
• Excellent communication and interpersonal skills.