Service Delivery Coordinator in Harrogate

AIM OF THE ROLE

Under the guidance of the Service Delivery and Improvement manager the Service Co-ordinator (SDC) will oversee the relationship and service provision of a portfolio of customers who don\’t have a Service Delivery Manager allocated to them. Key to the role will be proactive engagement with customers to ensure that their service is meeting expectations, evidencing SLA achievement, and addressing any service shortfalls that may arise. In addition, as part of the wider team the role will play a key part in recording, tracking, and coordinating continuous service improvement initiatives across the wider Redcentric business.

KEY RESPONSIBILITIES

Responsibilities in this role may include but are not restricted to the following:

• Ensuring contracted levels of service provision to a portfolio of customers

• Proactively undertaking \’Service Check-In\’ calls to all allocated customers.

• Owning and driving service issues through to completion.

• Providing evidence of SLA achievement utilising existing reports.

• Acting as an intermediary in the relationship between Redcentric and the customer

• Being a point of contact for customer queries and escalations.

• Logging, tracking, and co-ordinating the implementation of Service Improvement Initiatives.

• Increasing customer engagement levels and build strong relationships.

• Notifying Account managers where sales related opportunities have been identified

• Supporting the customer service teams in their understanding of customers

• Adhering to Redcentric\’s ISO accreditation standards

• Complying with Redcentric\’s policies and procedures

• Handling and protection of Redcentric information

• Reporting of any security events

KEY OBJECTIVES

• Increase levels of customer satisfaction

• Improve customer engagement

• Enhance Redcentric\’ s Profile with our Customers

• Improve communication internally to raise/solve issues

• Proactively drive Service Improvement Initiatives to successful completion

PERSONAL ATTRIBUTES

The role requires an individual who is a good communicator, personable, enthusiastic and passionate about delivering good service. They will work be collaborative in the way they work and have a good understanding of IT services.

The ideal candidate will be able to demonstrate the following skills and experience:

• Minimum of 2 years in a customer facing IT support environment

• Good written and spoken English

• An understanding of IT Managed Services

• Experience of working with customers

• Experience of working with internal teams

• Strong Planning and Organisational skills

• Competent in the use of the Microsoft office product suite

• Enjoys working as part of a team

• Highly motivated, with a pro-active approach to workload

• Able to work proactively under their own initiative

• Experience with small project delivery

Qualifications/Education required

• ITIL Foundation Certified or experience with ITIL

• Experience in using IT Service Management and CRM solutions is desirable