Dirección
forma de trabajoPosition Overview:
The Service Delivery Coordinator plays a critical role in ensuring the smooth and efficient delivery of services within the organization. This role involves coordinating various aspects of Service Delivery, collaborating with different teams, and maintaining a high level of customer satisfaction.
The Service Delivery Coordinator is responsible for overseeing the end-to-end Service Delivery process, including order processing and follow up, and resolving any issues that may arise during the delivery of services.
Key Responsibilities:
Service Coordination:
- Coordinate and facilitate the delivery of services to internal and external stakeholders.
- Collaborate with various teams, including Logistics, IT support, infrastructure, and development, to ensure seamless Service Delivery.
- Monitor and track service requests, incidents, and changes throughout their lifecycle.
Customer Interaction:
- Act as a primary point of contact for customers, addressing inquiries and providing regular updates on Service Delivery status.
- Gather and analyze customer feedback to identify areas for improvement in Service Delivery processes.
Problem Resolution:
- Identify and address issues that may impact Service Delivery timelines or quality.
- Collaborate with technical/logistics/other teams to resolve incidents and problems, ensuring minimal disruption to services.
- Documentation and Reporting:
- Maintain accurate records of service requests, incidents, and changes.
- Generate and distribute regular reports on Service Delivery performance and key metrics.
Quality Assurance:
- Implement and maintain quality assurance processes to ensure that ICT services meet established standards.
- Conduct regular reviews and audits of Service Delivery processes to identify and implement improvements.
Continuous Improvement:
- Proactively identify opportunities for process improvement and efficiency gains.
- Participate in the development and implementation of new Service Delivery strategies.
Qualifications and Skills:
- Bachelor's degree in Information Technology, Computer Science, or a related field. (Preferable, not essential)
- Proven experience in Service Delivery coordination, preferably in an ICT environment. (Preferable, not essential)
- Strong organizational and multitasking skills.
- Excellent communication and interpersonal skills.
- Familiarity with IT service management (ITSM) frameworks, such as ITIL.
- Problem-solving and analytical abilities.
- Proficiency in using service management tools and software e.g. ServiceNow.
- MS Excel (data manipulation, e.g. Pivot Tables, Lookups) is a must.
