About the role
Join a company that is pushing the boundaries of what is possible. The Service Delivery Coordinator is a senior administrator who works closely with the Service Delivery team to ensure adherence to processes within the client environment and maintain a high degree of client satisfaction across all assignments. This role includes the coordination of general administrative tasks as well as interfacing with external stakeholders and clients. The Service Delivery Coordinator will demonstrate an understanding of the Service Delivery environment and stakeholder interests.
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Key responsibilities
- Ensure the administration of client complaints managed by the service delivery team.
- Support the management of all updates for contracted accounts within the team’s portfolio and facilitate the timely implementation of standard changes within client accounts.
- Ensure the achievement of all deliverables using best practices against agreed service level agreements and key performance indicators.
- Support the service delivery team by obtaining the right information to satisfy client requirements.
- Coordinate meetings with clients, vendors, and other internal/external stakeholders.
- Collate management information needed to update and produce client service reports and internal reports.
- Assist with the completion of incident reports, meeting notes, and other client communication as required and approved by relevant stakeholders.
- Maintain the accuracy of operations and/or procedure manuals and schedules, and facilitate annual reviews of all manuals for the team.
- Publish updates of operations and/or procedure manuals to stakeholders using release management communication channels.
- Assist with day-to-day filing, portal management, and maintenance of client records, working with the Legal team to ensure client contracts are maintained in document management systems.
- Engage with service delivery groups to ensure the seamless delivery of procedures.
- Adhere to governance procedures for all non-standard procedure establishment requests and coordinate the process or work instructions within release management procedures.
- Identify and implement process improvements to ensure optimal delivery engagement and advise relevant stakeholders accordingly.
- Perform any other related tasks as required.
To thrive in this role, you need to have
- Ability to adapt to different requirements/scenarios.
- High level of attention to detail and a proactive approach to work.
- Reliability and the ability to produce high-quality work.
- Good written and verbal communication skills.
- Ability to build effective working relationships with a variety of stakeholders.
- Capability to work well within a team environment.
- Strong orientation towards ensuring client satisfaction and service delivery.
- Ability to multi-task to achieve desired outcomes.
- Developing ability to think critically and creatively, as well as the ability to work independently and as part of a team.
- Strong organizational and time management skills.
- Developing proficiency in Microsoft Office Suite.
Academic qualifications and certifications
- Relevant high school diploma in addition to vocational training.
- Working towards completion of an ITIL certification preferred.
Required experience
- Demonstrated experience gained within a similar role.
- Demonstrated experience in a customer service or administrative role.
Workplace type
On-site Working.
