Service Delivery Coordinator

OVERVIEW

The Service Delivery Coordinator is responsible for monitoring the delivery of high-quality services to our clients, ensuring customer satisfaction and optimal effective use of our resources.

This role involves maintaining client satisfaction, an efficient service desk and continuously improving processes to meet service standards and SLA’s.

The Service Delivery Coordinator will work closely with all teams to ensure seamless service delivery and continuous improvement of processes and procedures.

RESPONSIBILITIES & TASKS

SERVICE DELIVERY

• Monitor performance metrics to develop and improve service delivery
• Identify areas for improvement in service delivery processes and implement changes as needed
• Monitoring and development of existing software and portals within the service desk
• Contribute to the streamlining of operational procedures
• Use data to inform planning
• Identify and challenge organizational processes and look to adapt those that are unnecessarily complicated
• Analyse service delivery processes and identify opportunities for optimisation and efficiency
• Collaborate with all teams to align service delivery processes with company objectives

SERVICE PERFORMANCE MONITORING

• Use KPI’s & statistics to improve overall service desk performance
• Identifying and implementing training or upskilling for team members
• Coaching and mentoring staff
• Feeding back stats to Service Desk Team Leader and Service Desk Manager for staff reviews
• Guide teams through the implementation of new processes

ADDITIONAL DUTIES

• Covering dispatch/escalations for Service Desk Coodinator/ Service Desk Team Leader as required

SKILLS AND ATTRIBUTES

DESIRED

• Exceptional communications skills, founded in being a good listener
• IT Literate – basic to medium user level
• A deep desire to deliver an amazing client experience
• Be willing to complete relevant training
• The ability to keep up with & adapt to the fast-paced IT world

NICE TO HAVE

• Experience using a ticketing system / RMM tool and PSA software
• Skills in strategic & resource planning with an ability to think and plan ahead
• Experience handling technical service tickets
• Experience and knowledge of working with the Microsoft 365 platform
• Professional IT certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client experience certifications such as helpdesk habits etc.
• Experience working for a Managed Service Provider (MSP) or IT support business.

PERKS

• An easy-going environment and culture (we all enjoy what we do)
• The flexibility to work from home (we run a hybrid office)
• A proactive approach to ongoing training to help you develop life-long skills
• Funded team quarterly social events
• Health care with optical and dental cashback
• Life Insurance
• Cycle to work scheme
• Salary sacrifice electric vehicle scheme
• Help-to-buy technology scheme
• Years in service pay and holiday incentives
• Employee Assistance Programme (EAP)
• Snacks and refreshments available in main HQ
• Casual dress with an option of branded uniform