Service Delivery Coordinator

Service Delivery Coordinator

GBP28,000 - GBP30,000 per annum

Monday to Friday, flexible day shift (core 37.5 hours)

Full Time, Permanent

Kidderminster

Job ID: 32672

Company Overview:

Specializing in IT hardware solutions, this company supports national clients through the entire asset lifecycle, from supply and refurbishment to bonded stock management and comprehensive managed services. With expertise in delivering tailored hardware solutions, the company partners closely with customers to ensure seamless, high-quality service across all projects.

The Service Delivery Coordinator is a vital role in the head office location, supporting a range of internal and external stakeholders with specific responsibilities for customer experience and effective communication.

Key Responsibilities for a Service Delivery Coordinator:

1. Take ownership of the customer experience by providing timely updates during service delivery processes, maintaining regular communication with all involved parties. Ensure exceptional service delivery by managing internal resources, third-party vendors, and escalations to maintain a high level of service under all circumstances.
2. Collaborate closely with engineering and logistics teams on complex installation projects, acting as a key point of contact for the customer throughout the project lifecycle.
3. Manage and control customer stock held by the company, ensuring accurate tracking and availability to meet project requirements and customer expectations.
4. Oversee Incident, Request, Change, and Escalation processes, leading coordination efforts among resolving parties, ensuring effective stakeholder communication, and conducting thorough post-incident reviews to enhance the overall incident management approach.
5. Actively monitor performance to ensure adherence to defined SLAs and KPIs, preparing detailed reports for customers. Organize service review meetings, assess third-party service performance, and facilitate ongoing service improvements to drive excellence in customer satisfaction.

Ideal Candidate Profile for a Service Delivery Coordinator:

1. Experience in a B2B customer care/service delivery/sales order administration position within an IT or technical environment.
2. Experience in project delivery/project support.
3. Excellent communication skills (verbal, written, and listening), including an excellent telephone manner and strong customer service skills.
4. Full right to work in the UK and comfortable working in an onsite environment.

Embracing diversity in all its forms, our client is an equal opportunity employer. They welcome individuals from all walks of life, irrespective of race, gender, age, disability, sexual orientation, religion, or belief.