Service Delivery Coordinator (United Kingdom)

The SDC will report directly into the Service Delivery Manager. The role will involve a variety of tasks but primarily focusing on Service Administration, Customer Projects, Reporting and Liaison. The SDC will manage and monitor workloads for the Managed Services teams which resolve customer incidents, deliver managed services and customer projects. They will be required to manage workloads and prioritise work across the teams in conjunction with the DBA Team Leads and Service Delivery Manager. The candidate will need strong communication skills. This role also requires the ability to troubleshoot issues and a passion for Service Delivery and Customer Engagement.

Role & Responsibilities

• Service Desk Administration.
• Provide 1st line support to customers.
• Help ensure an exceptional level of customer service.
• Fix and resolve issues and queries where possible.
• Review and raise monitoring alarms from customer systems via our industry leading monitoring software as incident tickets.
• Work with the 2nd and 3rd line teams, to seek advice and solutions or to escalate bigger problems.
• Ensure timely response to all incidents and requests in line with agreed SLAs.
• Escalation of incidents and requests where appropriate.
• Problem and Incident management ensuring that SLA’s are achieved and client expectations are met (or exceeded).
• Work as a team member within the organisation to provide a resilient service to our customers.
• Plan and schedule customer MS projects and resource requirements to the business.
• Work with the customer and internal technical leads to ensure MS customer projects are resourced in a timely manner.
• To ensure customer reports are provided to an agreed schedule.
• Act as a customer liaison and represent to a high standard in all client engagements.
• To build and maintain relationships and expectations with clients.
• To be the first point of contact for MS customers for escalations and issue resolution.
• Organisation and schedule client service review meetings; areas covered will include performance reports, service improvements, quality and process.
• Work with the wider Service Delivery Team to ensure the Service Desk is staffed during the core working day (including staggered lunch time cover).

Key Success Criteria

• Be able to work individually or collaboratively within a team.
• Self-motivated and ability to work under their own initiative.
• Strong communicator with an ability to express technical and non-technical challenges to a wide audience.
• Strong written and presentation skills to be able to ensure all work is documented to the highest standard.
• Manage their own time appropriately and ensure deadlines are met and expectations are set with key stakeholders.
• Be respective to feedback and developmental critique; have a growth mindset.
• Willingness to learn, adapt and challenge themselves in undertaking new challenges in new technologies.
• Maintain professional certifications related to your area of expertise.

Your Experience

• Analytical in problem solving with the ability to apply original and innovative thinking.
• Previous experience in a Service Delivery or a Service Desk Role would be advantageous.
• Have worked in a multi-customer environment; however, applicants from Service Desks within a single organisation are encouraged.

About you

• Excellent organisational skills.
• Customer focused attitude.
• Drive and determination to get the job done correctly.
• Excellent communication and team working skills.