Service Delivery Coordinator

4 weeks ago

Manchester, United Kingdom psd group Full time

Summary

Location: Manchester Airport

Day Rate: Negotiable (INSIDE IR35)

Duration: 6 Months

Availability: ASAP

About the Client

My client is the air transport industry's IT provider, delivering solutions for airlines, airports, aircraft and governments. Their technology powers more seamless, safe and sustainable air travel.

They are looking to hire a Service Delivery Coordinator on an initial 6-month contract, with a view to convert to a permanent role.

About the Role

Reporting to the Service Delivery Manager you will be responsible for supporting the end-to-end service delivery process to meet and exceed customer expectations.

This role required a blend of technical expertise and a customer-centric approach to ensure that technology services are delivered effectively, meeting operational and customer expectations.

Key Duties

  • Coordination of Service Delivery: Work closely with internal teams, external vendors, and customers to coordinate the delivery of technology and communication services. Ensure that all services meet agreed service levels and quality standards.
  • Incident Management: Act as the first point of contact for service incidents, ensuring prompt resolution and communication with all parties involved. Escalate issues as required to ensure timely resolution.
  • Project Support: Provide administrative and operational support for ongoing technology and communication projects. Assist in planning, scheduling, and tracking project deliverables and timelines.
  • Vendor & Stakeholder Management: Collaborate with third-party vendors and service providers to ensure they meet the airport's service expectations. Foster strong relationships with key stakeholders within the airport’s technology and communication teams.
  • Reporting and Documentation: Prepare regular service reports for internal stakeholders and management, providing insights into service performance, areas for improvement, and potential risks. Maintain accurate records of incidents, changes, and improvements.
  • Process Improvement: Identify opportunities for improving service delivery processes and workflows. Contribute to continuous improvement initiatives within the technology and communication teams.
  • Change Management Support: Assist with change management activities related to technology upgrades, system enhancements, and communication solutions deployment. Ensure that changes are implemented smoothly with minimal disruption to operations.

What we are looking for

  • Proven experience in a customer service role, preferably in a technical support or service desk environment.
  • Commitment to continuous learning and staying updated with industry trends and best practices.
  • Fluent in English - verbal and written communication skills.
  • Customer service orientation with the ability to communicate technical topics.
  • Strong time management and multitasking abilities to handle multiple customer inquiries simultaneously in a fast-paced environment.
  • Ability to work in a shift-based schedule, including weekends and holidays, to provide 24/7 coverage.
  • Strong documentation skills to accurately record customer interactions and resolutions.
  • Ability to work both independently and collaboratively in a team-oriented environment.
  • Adaptability, resilience, and a positive attitude towards handling challenging customer situations.

Candidates must be willing to work 5 days per week on site at Manchester Airport

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