Service Delivery Coordinator

**Job Purpose**

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

The primary responsibilities include:

- The SDC is responsible for the delivery of the managed service as per the contract, including
report writing, escalating tickets with the operational teams and service reviews.
- The SDC is responsible for providing end to end customer service following the correct
governance for account management, and the processes in place to ensure successful delivery.
- The SDC is the representative of the customer to CSI, and of CSI to the customer.
- The SDC will support the Service Delivery Managers with administrative functions, including
improvements of the ServiceNow platform.

Key Accountabilities:

- Understand CSI’s 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.
- Creating and maintaining relationships with, suppliers, partners and customers as applicable; and
experience in managing clients using different products, services, technologies, processes.
- Work effectively with customers, understand and support their business goals whilst maintaining
the CSI strategic and commercial position.
- Understand and contribute to the current position and future strategies for service management,
methodology and approach.
- Accountable for overall contractual deliverables.
- Promote #thinkclient within the operational teams, ensuring technical teams are delivering to
customer contract and 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.
- Ensure that all required documentation is updated and stored in the correct location.
- 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.

Skills and Experience:

- Has knowledge of service delivery management and ITIL processes.
- 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 (preferred).
- Experienced Microsoft Office user (Outlook, PowerPoint, Word, Excel).

Person Specification:

- Self-aware and want to continue learn and strive to improve themselves, and the business.
- Promote and live the CSI values; Think Client, Deliver Exceptionally and Excel Together
- Has service at the heart of all you do and has a positive attitude
- Has the ability to manage a changing environment
- Excellent inter-personal and communications skills, both written and verbal as well as able to
engage people at all levels of the business.
- Professional appearance, well-mannered and a constructive attitude in all work-related matters
- Ability to handle multiple tasks and prioritise work to maintain required productivity levels.
- Highly responsive were required, has a strong sense of urgency and a commitment to follow
through.
- Willingness to research and self-study to keep skills relevant
- Self-motivated, flexible in approach, enthusiastic team player
- Strong rapport and relationship building skills with internal/external customers
- Effective listener to diagnose a client’s problem and find an appropriate solution.
- Strong sense of responsibility and accountability, results driven.
- Methodical in approach with sound analytical and problem-solving skills, and keen attention to
detail
- Ability to quickly assimilate knowledge from outside own area of expertise
- Enjoys a challenge