PS Coordinator & Delivery Support

Professional Services Coordinator & Delivery Support is an early‑career role focused on coordinating professional services delivery. The role sits at the centre of customer change, managing timebank requests, communicating with stakeholders, and keeping delivery on track. The primary goal is to ensure that new services are scoped, approved, and delivered efficiently and that customers and partners receive timely support.

Core responsibilities

• Own the timebank request inbox – triage incoming requests, log them accurately, and ensure nothing is missed.
• Run initial intake conversations with customers and partners to capture requirements before work is assigned.
• Coordinate with Delivery Leads to identify and assign the right resource based on skills, availability, and budget.
• Make sure each request has a clear scope, confirmed budget, and the necessary approvals before delivery begins.
• Keep the system accurate and up‑to‑date throughout the lifecycle of every request.

Stakeholder communication

• Stay on top of all open requests and chase updates proactively from internal delivery resources, customers, and partners.
• Give customers and partners regular, useful updates – not just when something goes wrong.
• Flag risks and delays early so the team can respond before problems arise.
• Be the reliable point of contact that customers and partners actually hear back from.

Quality and governance

• Review requests for completeness before they move forward – push back constructively where scope, budget, or sign‑off is missing.
• Keep the system clean: status, notes, and hours are tracked correctly and consistently.
• Support the PMO Manager with reporting and pipeline visibility across the timebank portfolio.
• Help improve coordination processes and templates as the function evolves.

Must haves

• Highly organised – able to manage multiple open requests simultaneously.
• Proactive – chase tasks before being asked and spot drifts.
• Clear communicator – effective written and verbal communication with customers, partners, and colleagues at all levels.
• Good customer‑service instincts – understand the need for timely and useful responses.
• Technically curious – comfortable discussing software, configuration, and integrations; can ask the right questions.
• Assertive – able to say no when needed, hold others accountable, and push back constructively.
• A team player – works well across functions, shares information, and supports colleagues.

Nice to haves

• Experience in a SaaS, contact‑centre, or technology services environment.
• Background in project coordination, PMO, or professional services delivery.
• Familiarity with working alongside partners or resellers.
• Experience with Salesforce, Klient, or similar project tracking and PSA tools.
• Interest in AI and its role in customer experience.
• Dutch language skills (bonus).

Location

This role is based in London, UK, with a flexible hybrid approach. Employees are expected to attend occasional in‑person meetings, roughly once a month, primarily for workshops and collaborative work during the initial months.

What’s in it for you

• Competitive salary based on Mercer salary benchmarking data.
• Comprehensive benefits package.
• Flexible hybrid working – split time between office and home.
• Annual summer and Christmas parties.
• Excellent development opportunities and a strong company culture.

Interview process

• Screening call with Talent Acquisition.
• First interview with PMO Manager.
• Second interview with VP of Professional Services.

Diversity & Inclusion

We welcome applicants of all nationalities, races, ethnicities, religions, sexual orientations, gender identities, physical abilities, ages, and economic backgrounds. Our aim is to create an inclusive environment where everyone can thrive.

One last thing

Even if you feel you are only about 75 % match for this role, we still encourage you to apply. The list above is merely indicative – skills can always be learned. We are not able to provide sponsorship for this role, so you must have eligibility to work in the country you are applying for. By applying you accept the terms of our Privacy Notice. We do not consider candidates who do not have a work permit in the country in which we are hiring.