Service Delivery Coordinator
The Service Delivery Coordinator is responsible for coordinating the daily operation of the services delivered to the client, ensuring SLA compliance, supporting the Account Manager in contract management, and serving as the operational point of contact between the client and the internal technical teams, while working across different projects assigned by one of our clients.
Key Responsibilities
1.
Service Operations Management
- Monitor incidents, requests, problems, and changes, ensuring resolution within defined timelines.
- Assign and coordinate tasks among technical and support teams.
- Follow up on open tickets and minor escalations, ensuring client communication.
- Deliver the required documentation for each client on a monthly basis.
- Work closely with the Finance team and the Account Manager to send information and ensure timely invoicing.
2.
Reporting and Metrics Management
- Prepare service performance reports (KPIs, SLAs, OLAs).
- Analyze incident and problem trends, identifying areas for improvement.
- Support the Account Manager in periodic client presentations (Service Review Meetings).
3.
Client Relationship (Operational Level)
- Act as the daily point of contact for service requests, incident updates, and routine requirements.
- Proactively escalate to the Account Manager issues that go beyond the operational scope.
4.
Continuous Improvement and ITIL Processes
- Document processes, changes, lessons learned, and action plans.
- Support the implementation of continuous improvement initiatives.
- Contribute to the standardization of delivery processes.
5.
Administrative Project Coordination
- Coordinate physical and human resources for projects in line with organizational charts and plans established with the client.
- Manage task coordination and project personnel.
- Conduct follow-up meetings with consultants and client leaders.
- Ensure the quality of deliverables for the client.
- Ensure project documentation is maintained.
- Ensure monthly delivery of technical reports from professionals to the client.
- Provide follow-up and support to professionals on technical, operational, or administrative needs.
- Identify, highlight, and create action plans to mitigate any situation that could affect service delivery.
Candidate Profile
- Education:
Degree in Systems Engineering, Business Administration, or related fields.
- Experience:
- 5–7 years in support, service coordination, or IT management roles.
- Experience in ticket management.
- Experience in client interaction.
- Experience coordinating teams and/or managing personnel.
- Knowledge:
- ITIL methodologies (Incident, Problem, Change, Service Reporting).
- Ticketing tools (ServiceNow, Remedy, JIRA, etc.).
- KPI/SLA reporting and analysis.
- Project Management.
- Soft Skills:
- Strong communication and persuasion skills to work with clients, Account Managers, and consultants assigned to clients.
- Interpersonal skills to interact effectively with diverse individuals; approachable and personable with both clients and consultants.
- Strong customer orientation.
- Ability to organize and prioritize tasks.
- Teamwork and coordination skills.
- Attention to detail and results-oriented mindset.
- Strong numerical skills to support reconciliations prior to invoicing.
- Multitasking ability.
- Positive attitude and flexibility.
- Ability to work under pressure and problem-solving skills.
- Languages:
English is not a strict requirement; ideally at least intermediate English.