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- Tasks: Monitor service delivery and ensure client satisfaction while improving processes.
- Company: Join a dynamic team in a supportive and fun work environment.
- Benefits: Flexible hybrid work, health perks, and exciting team events.
- Why this job: Make a real impact by enhancing service delivery and client experiences.
- Qualifications: Strong communication skills and a willingness to learn in a fast-paced IT world.
- Other info: Great career growth opportunities and a casual dress code.
The predicted salary is between 28800 - 43200 £ per year.
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 SLAs. The Service Delivery Coordinator will work closely with all teams to ensure seamless service delivery and continuous improvement of processes and procedures.
RESPONSIBILITIES & TASKS
- 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
- 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 KPIs & 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 Coordinator/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
- 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
Location: Monkton Business Park, Hebburn, NE31 2EX
Service Delivery Coordinator employer: ITC Service Ltd
Contact Detail:
ITC Service Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Coordinator
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Service Delivery Coordinator role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching common questions related to service delivery and customer satisfaction. Practise your answers, focusing on how you can improve processes and enhance client experiences. Confidence is key!
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your achievements in service delivery. This could include metrics you've improved or processes you've streamlined. Visuals can make a big impact!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Service Delivery Coordinator
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight how your skills match the Service Delivery Coordinator role. We want to see how you can contribute to our team, so don’t be shy about showcasing your relevant experience!
Show Off Your Communication Skills: Since exceptional communication is key for this role, use your application to demonstrate your ability to convey ideas clearly. Whether it’s through your writing style or examples of past experiences, let us see that you’re a good listener and communicator.
Highlight Your IT Knowledge: Mention any experience you have with ticketing systems, Microsoft 365, or other relevant IT tools. We’re looking for someone who can hit the ground running, so if you’ve got the tech skills, make sure they shine through in your application!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be on your way!
How to prepare for a job interview at ITC Service Ltd
✨Know Your Metrics
Familiarise yourself with key performance indicators (KPIs) relevant to service delivery. Be ready to discuss how you've used metrics in the past to improve service quality or efficiency. This shows you understand the importance of data in driving service improvements.
✨Showcase Your Communication Skills
As a Service Delivery Coordinator, exceptional communication is crucial. Prepare examples of how you've effectively communicated with clients and team members to resolve issues or improve processes. Highlight your listening skills and adaptability in fast-paced environments.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've identified areas for improvement in service delivery. Be ready to explain the steps you took to implement changes and the positive outcomes that followed. This will illustrate your proactive approach to continuous improvement.
✨Familiarity with Tools and Technologies
Brush up on any ticketing systems, RMM tools, or PSA software you've used before. If you have experience with Microsoft 365, mention it! Being IT literate is essential, so be prepared to discuss how you've leveraged technology to enhance service delivery.
