Service Delivery Coordinator

To support the sale and delivery of IT services for events, translating event organisers, exhibitors and client connectivity requirements into current and bespoke event IT services. Review feasibility with the Event IT Operations teams and ensure all orders are accurately recorded and handed over for installation ahead of the event. Liaise with exhibitor operational teams to provide a detailed technical brief of how our services can accommodate customers’ needs onsite.

Key Responsibilities

• Consult the Service Delivery Manager and, where appropriate, the customer directly on suitable connectivity services.
• Chase debt on behalf of the Sales Team on a weekly basis.
• Support the Sales Team with incoming enquiries (sales email and calls) and process orders.
• Serve as the primary contact between the client and the delivery team leading up to the event, meet and greet the clients onsite and hand over to the delivery team.
• Provide feedback to the Service Delivery Manager on potential services that could enhance the existing product portfolio and generate revenue‑boosting ideas for allocated events.
• Field calls on the Event IT enquiry number.
• Coordinate with the delivery team to ensure all technical requirements are recorded accurately in Momentum and are met for events, and ensure all relevant floor plans are updated and delivered to the installation team ahead of the event.
• Process credit/debit card payments and work closely with Olympia Accountancy team.
• Own and manage the on‑site service desk, promote our services, resolve client queries and, where appropriate, escalate to the Service Delivery Manager.
• Support the Event IT service desk when needed, resolving on‑site problems and escalating to the Technical Services Manager where appropriate.
• Ensure all health and safety requirements are complied with.
• Monitor technical issues during events and report significant challenges to the Service Delivery Manager.

Key Deliverables

• Empower the Commercial team to confidently discuss the connectivity offer with customers.
• Ensure all technical services are delivered on time, as sold, and meet required standards.
• Identify and suggest areas for improvement of service delivery communications with clients and hand over to the operational team, providing support and key information about allocated events to all Event IT staff.
• Maintain accurate records of technical issues and resolutions.
• Deliver on‑site payments and associated documentation from the Service Desk back to the back office post‑event in a timely manner.
• Resolve or escalate customer queries to management if required.

Skills & Experience

• Customer service experience.
• Level 1 Certificate in ICT Professional Competence (City & Guilds) or equivalent.
• Experience with M365 applications.
• Project management skills.
• Willingness to work unsociable hours when required (e.g., weekend work, late nights).

Sustainability Responsibilities

• Continuously improve knowledge of Olympia Events’ sustainability programme – the ‘Grand Plan’ – complete all provided training, and promote sustainability practices to meet Grand Plan objectives.
• Follow and promote all sustainable workplace policies and procedures, and seek ways to make the department more sustainable by initiating change.

Additional Requirements

Olympia Events may require the successful applicant to complete a DBS Check prior to working in the business.

Equality, Diversity and Inclusion

Olympia Events is committed to Equality, Diversity and Inclusion and expects all its people to commit positively to EDI by treating others fairly and not engaging in discrimination, victimisation or harassment, promoting positive working relationships amongst employees and stakeholders.