Service Delivery Coordinator

2 weeks ago

West Midlands Region, United Kingdom Concept Resourcing Full time

Service Delivery Coordinator - Junior Service Delivery Manager - Managed Services Provider - Customer Service -Relationships - West Midlands - up to £35,000 - Career Progression - Technology - CSAT - ITIL - ServiceNow

**Service Delivery Coordinator**

**West Midlands**

**WFH with Travel**

**Up to £35,000 + benefits package**

The Service Delivery Coordinator (SDC) is accountable for the contractual deliverables of assigned accounts, as well as supporting the Service Delivery Manager's with administrative tasks. The SDC has customer service at the heart of what they do and willsupport the Service Delivery Manager's to ensure they are able to deliver service excellence to their clients.

As the Service Delivery Coordinator, your primary responsibilities will include:

- The delivery of the managed service as per the contract, including report writing, escalating tickets with the operational teams and service reviews.
- Providing end to end customer service following the correct governance for account management, and the processes in place to ensure successful delivery.
- Support the Service Delivery Managers with administrative functions

**Key Accountabilities**
- Understand the company's products, services, technologies and processes.
- Understand risk and impact to the customers business, for any incidents related to the products, services, technologies and processes provided to or affecting the business of the customer
- Understand and contribute to the current position and future strategies for service management, methodology and approach.
- Accountable for overall contractual deliverables.
- Drive change within the operational teams, ensuring technical teams are delivering to customer contract.
- Ensure operational services deliver to agreed SLA's and KPI's
- Ensure through the change management processes work is not completed which is outside the scope of the service.
- Responsible for ensuring CSATs are completed monthly.
- Prepare service delivery documentation, including regular internal and external reporting, client satisfaction and meeting minutes.
- Responsible for ensuring service reporting is completed and presented to the customer according to contractual agreements.
- Support the Service Delivery Managers with their role and help cover smaller accounts when required.

As a Service Delivery Coordinator, you will have knowledge of service delivery management and ITIL processes. You will also have the following skills and experience:

- Service Delivery Management or Service Desk experience in a service based organisation
- Has successfully managed clients with all the dimensions outlined above.
- Experience managing conflict and managing customer expectation.
- Good facilitation skills - able to run service delivery meetings.
- Proven service experience.
- Has a track record of delivering success in a similar role within an IT or professional services business.
- Able to adapt to change, and help others adapt to change.
- ITIL Foundation Certified
- Experienced Microsoft Office user (Outlook, PowerPoint, Word, Excel)
- Experienced with ServiceNow

This position allows for significant career progression and development opportunities. To be successful in this position, you will have the ability to handle multiple tasks and prioritise work with a flexible approach. You will be a problem solver who ispassionate about service and can engage with people at all levels.

For more information and to apply, click APPLY and a member of the team will be in touch.

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