Service Desk Co-Ordinator
4 weeks ago
1
Position details
Job title Service Delivery Co-Ordinator
Reports to Service Delivery Manager
Division IT Services
Department Managed Services
Job description
The purpose of this role is to ensure that Phoenix Managed Service customers are satisfied with the services
they have bought from Phoenix and that the technical delivery teams are performing to the agreed,
contractual, and expected Service Levels. This role will support the wider IT services, Service Delivery and
Customer Success team.
Key responsibilities
• Support IT managed services customers and ensuring consistent, excellent service and a positive
experience.
• Working in collaboration with the IT Services teams to ensure we are delivering 1st class IT support
services to our customers.
• Supporting customer onboarding activities
• Contract management
• Collaboration with customers and partners
• Supporting the assignment of resource to customers
• Administration of all managed service customer reviews
• Co-ordinating follow up actions from service reviews and internal meetings
• Help solve customer issues • Invoicing managed service customers
• Ensure contractual obligations are met and work is carried out correctly
• Supporting contract renewal activities • Ensuring all IT Services operations are compliant with our
ISO27001, ISO20000, ISO14001 and ISO9001 standards.
• Procurement, tendering, contract, and supplier management support
• Act as liaison between customers and IT technical support teams
• 3rd party supplier performance management
• Management of proactive managed service days (utilisation and consumption)
• Liaise with external teams including sales, procurement, project management and finance to ensure
that the service is correctly delivered
• Liaise with and schedule technical teams to ensure that all work is completed with acceptable
quality levels and to agreed timescales
• Co-ordinate professional services transitioning into managed service
• Support objectives as defined in the company’s information security policy
• Perform your tasks in support of data and information security
2
Competencies
This role is based at the Phoenix Software headquarters in Pocklington, York, with a Hybrid working model,
and it may involve travel to vendor, customer, and prospects sites.
The ideal candidate will possess the following
Knowledge
Understanding of IT managed services
Experience managing ITSM toolsets
Understanding of ITIL
Skills
Excellent verbal and written communication skills Excellent customer service skills
Excellent problem-solving skills
High degree of multi-tasking
Develop, adhere to, improve, and promote standard processes
Attributes
A customer focussed mindset A willingness to learn and understand new processes, programmes, and
technologies Integrity, honesty, and trustworthiness A competent, professional demeanour Flexible and
adaptable as the business demands
Qualifications and experience
Educational qualifications:
N/A
Professional qualifications
ITIL (preferred)
IT related higher/further education certifications (preferred)
Experience
• 1+ Years’ experience within an IT role
Version control Name Date
Prepared by Darren Dang 19/05/2023
Updated by
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