Senior Delivery Coordinator

The role

The Senior Delivery Coordinator plays a key role within the Service Delivery team, taking responsibility for the smooth delivery of new customer orders, the efficient management of service cancellations, and supporting the development and performance of more junior team members. This role requires strong coordination and communication skills, ensuring that all customer requirements are met to a high standard, and that internal and external stakeholders are effectively managed throughout the process.

Key Responsibilities:

Order Delivery Management

• Own the end-to-end coordination and delivery of new customer orders across the product portfolio, ensuring services are provisioned on time and to the agreed specification.
• Act as the primary point of contact for customers, internal teams, and third-party suppliers during the delivery process.
• Proactively manage delivery timelines, resolving any issues or delays through effective stakeholder engagement and problem-solving.
• Ensure all necessary documentation, records, and system updates are completed accurately and in a timely manner.

Service Cancellations

• Oversee the cancellation process for customer services, ensuring correct procedures are followed, both internally and with third-party providers.
• Liaise with customers to confirm cancellation details and manage any dependencies or contractual requirements.
• Coordinate with technical, finance, and billing teams to ensure accurate and seamless service termination.

Team Support & Development

• Provide guidance, mentoring, and support to junior members of the Delivery team, helping to develop their skills and knowledge.
• Act as a point of escalation for more complex delivery and cancellation issues, ensuring swift resolution.
• Share best practices and continuously look for opportunities to improve processes and customer experience.
• Assist the Delivery Manager with workload planning, ensuring work is effectively allocated across the team.

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