Service Delivery Coordinator

2 weeks ago

York, United Kingdom Phoenix Software Full time

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.

The main responsibilities are:

- 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

Ideally, you will already have:

- Understanding of IT managed services
- Experience managing ITSM toolsets
- Understanding of ITIL
- Excellent verbal and written communication skills
- Excellent customer service skills
- Excellent problem-solving skills
- High degree of multi-tasking ability
- Abilty to develop, adhere to, improve, and promote standard processes
- A customer focussed mindset with a willingness to learn and understand new processes, programmes, and technologies
- Integrity, honesty, and trustworthiness
- A competent, professional demeanour
- The abilty to be flexible and adaptable as the business demands
- ITIL (preferred)
- IT related higher/further education certifications (preferred)
- 1+ Years’ experience within an IT role

Phoenix Software
Pocklington
York
England
United Kingdom

Full-time: hybrid working available

300+ employees

Information services

**Get to know Phoenix**:
We aim to be the UK’s leading IT solution and service provider with a forward-thinking approach and a friendly atmosphere.

Working for us, you’ll be given the support you need to succeed. You’ll be inspired by our achievements, recognised for your contribution, and constantly challenged to grow.

We enable digital transformation in the workplace, empowering UK organisations to innovate and transform with cloud technology, data, AI, cyber security, and collaboration tools. By understanding the individual goals of our customers, we empower UK organisations to make a difference to the lives of their employees, service users, and communities.

We are a signatory on the Race at Work Charter, actively involved in the Women in IT Network, and a Disability Confident Committed and Living Wage employer.

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