Service Delivery Coordinator

Role Overview

Key Responsibilities

• Ensures the administration of client complaints being managed by the service delivery team.
• Supports management of updates for contracted accounts and facilitates timely implementation of standard changes.
• Ensures achievement of deliverables using best practices against agreed SLAs and KPIs.
• Supports the service delivery team by obtaining the right information to satisfy client requirements.
• Coordinates meetings with clients, vendors, and other internal and external stakeholders.
• Collates management information to update and produce client service reports and internal reports.
• Assists with incident reports, meeting notes, and other client communication as approved by stakeholders.
• Maintains accuracy of operations and procedure manuals and schedules and facilitates annual reviews.
• Publishes updates of operations and procedure manuals using release management communication channels.
• Assists with filing, portal management, and maintenance of client records, working with the Legal team on client contracts.
• Engages with service delivery groups to ensure seamless delivery of procedures.
• Identifies and implements process improvements and advises relevant stakeholders.

Requirements

• Ability to adapt to different requirements and scenarios.
• High level of attention to detail and a proactive approach to work.
• Reliable with the ability to produce high-quality work.
• Good written and verbal communication skills.
• Ability to build effective working relationships with a variety of stakeholders.
• Ability to work well within a team environment.
• Strong orientation towards ensuring client satisfaction and service delivery.
• Ability to multitask to achieve desired outcomes.
• Developing ability to think critically and creatively and work independently and as part of a team.
• Strong organizational and time management skills.
• Developing proficiency in Microsoft Office Suite.

Academic Qualifications and Certifications

• Relevant high school diploma in addition to vocational training.
• Working towards completion of an ITIL certification preferred.

Required Experience

• Demonstrated experience gained within a similar role.
• Demonstrated experience in a customer service or administrative role.

Workplace Type

• On-site working.

About NTT DATA