Service Delivery Coordinator

Job title:

Service Delivery Coordinator

Company

Redcentric

Job description

Job DescriptionAIM OF THE ROLEUnder 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 RESPONSIBILITIESResponsibilities in this role may include but are not restricted to the following:Ensuring contracted levels of service provision to a portfolio of customersProactively 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 customerBeing 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 identifiedSupporting the customer service teams in their understanding of customersAdhering to Redcentric’s ISO accreditation standardsComplying with Redcentric’s policies and proceduresHandling and protection of Redcentric informationReporting of any security events
Working with the Premier Account team on service related issuesKEY OBJECTIVESIncrease levels of customer satisfactionImprove customer engagementEnhance Redcentric’ s Profile with our CustomersImprove communication internally to raise/solve issuesProactively drive Service Improvement Initiatives to successful completionPERSONAL ATTRIBUTESThe 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 environmentGood written and spoken EnglishAn understanding of IT Managed ServicesExperience of working with customersExperience of working with internal teamsStrong Planning and Organisational skillsCompetent in the use of the Microsoft office product suiteEnjoys working as part of a teamHighly motivated, with a pro-active approach to workloadAble to work proactively under their own initiativeExperience with small project deliveryQualifications/Education requiredITIL Foundation Certified or experience with ITILExperience in using IT Service Management and CRM solutions is desirable

Expected salary

Location

United Kingdom

Job date

Fri, 11 Apr 2025 01:02:04 GMT

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