Unified Communication Specialist

About the role

As a member of BASF's service delivery team in Montevideo, you will coordinate and govern Unified Communication (UC) services provided by an external vendor. You will act as the primary liaison between business customers, internal stakeholders, and the provider to ensure reliable, business‑aligned service delivery.

Key responsibilities

• Support the global Service Delivery team in daily coordination of UC services, ensuring business continuity across regions.
• Assist the Service Delivery Manager in monitoring SLA, KPI, and operational performance.
• Organise and facilitate regular service review meetings with the provider, tracking incidents, requests, problems and changes.
• Follow up on open actions, improvement measures and escalations to guarantee timely resolution.
• Serve as the day‑to‑day contact for the external UC provider on operational and service matters.
• Collect feedback, requirements and service concerns from business units and translate them into structured inputs for the Product Owner and provider.
• Communicate status updates, planned activities and service issues to relevant stakeholders.
• Support major incident handling, problem management and coordination with critical business stakeholders.

Required profile

• Strong coordination and communication abilities to work with multiple internal and external parties.
• Experience in service delivery or operations within a technology‑focused environment.
• Ability to track and document incidents, escalations and service performance.
• Proactive attitude for identifying trends, risks and improvement opportunities.

Required skills