Service Delivery Coordinator (Code: SADRSDC)

• Assume ownership of service delivery to a subset of customers appropriate to your experience level, following a defined methodology.
  
• Be prepared to be the client point of contact for escalations, incidents, issues, and enhancement/improvement projects.
  
• Ensure that reports are generated and provided to clients in adherence with contracted SLAs or in a timely manner, with sufficient detail and insight to support the service deliverables.
  
• Develop and maintain relationships with selected customers.
  
• Actively facilitate communication between customers and key areas of the Spirit group – Sales, Projects, Delivery, Accounts, and Billing.
  
• Report up and escalate customer status to the SMO team to support you and ensure a great customer experience.
  
• Provide input into customer contract documentation to ensure it is acceptable and maintained.
  
• Accurately record your time for monthly utilization metrics.
  
• Liaise with Account Managers and engagement teams to address the concerns of the customer base.
  

Requirements

To Be Successful in This Role

• Minimum 2 years’ experience in a customer-facing service desk team lead role or customer care lead in an MSP/multi-customer delivery function.
  
• Confident English communication skills (written and verbal) within the managed technology services domain.
  
• Relevant university IT/computer science or business qualifications.
  
• Proficient in Office, data manipulation, and relevant ITSM tools and methodologies.
  
• Knowledge of IT service delivery and ITSM.
  
• Personable, flexible, and dynamic in relationship management.
  
• Outcome and results-focused, autonomous, and self-motivated.
  
• Articulate and accurate in documenting key activities.
  

In addition to the attributes outlined in the position description above, the successful candidate will possess the following:

• Comfortable working in an environment that will require out-of-hours support at times (Major Incident Management and customer escalations).
  
• Ability to make sound commercial decisions and judgments while dealing with external stakeholders.
  
• Ability to maintain and self-organize frequent communications with customers during the service/contract lifecycle.
  
• Ability to understand and manage stakeholders and be comfortable with client interactions and escalations.
  
• Passionate about being a customer advocate and always willing to “own a situation.”
  
• An autonomous all-rounder who relishes working in a team environment where accuracy, hard work, and a sense of humor are encouraged.
  
• Skilled at reading, interpreting, and drafting reports and data sets.
  

Personal Qualities and Attributes

• Ability to relate to both technical and non-technical audiences.
  
• Excellent communication skills with the ability to tailor them to the audience.
  
• Ability to set and manage priorities.
  
• High attention to detail.
  
• Ability to work unsupervised and use initiative as required.
  
• High level of integrity.
  
• High-level interpersonal skills.
  
• Demonstrable authentic care and pride in your work.
  

Benefits