Service Delivery Coordinator

Role overview

Service delivery and account coordination

• Administer client complaints handled by the service delivery team.
• Support contracted account updates and facilitate timely implementation of standard changes.
• Help ensure deliverables meet agreed service level agreements, key performance indicators, and best practices.
• Obtain information to help the service delivery team satisfy client requirements.
• Coordinate meetings with clients, vendors, and internal and external stakeholders.

Reporting, records, and procedures

• Compile management information for client service and internal reports.
• Assist with incident reports, meeting notes, and approved client communications.
• Maintain operations and procedure manuals and schedules, and facilitate annual reviews.
• Publish manual updates using release management communication channels.
• Manage filing, portals, and client records; work with Legal to maintain contracts in document management systems.
• Coordinate procedures and governance for non-standard procedure requests and related work instructions.
• Identify process improvements and advise relevant stakeholders.

Candidate requirements

• Relevant high school diploma and vocational training.
• Demonstrated experience in a similar role and in a customer service or administrative role.
• Good written and verbal communication, attention to detail, reliability, and a proactive approach.
• Ability to adapt, multitask, work independently and as part of a team, and build effective stakeholder relationships.
• Strong organization and time management, with a focus on client satisfaction and service delivery.
• Developing proficiency in Microsoft Office Suite.
• Working toward completion of an ITIL certification is preferred.

Workplace

• The role is on-site.