Service Delivery Coordinator - Melbourne

Requirements:
To ensure organisation meet and are striving to exceed its obligations regarding Service Levels and performance.

To provide excellence in customer service and communication, ensuring customer satisfaction of the highest level.

To ensure client risks are identified, documented, and mitigated where possible.

To ensure your assigned Managed Service Customers documentation is maintained and being utilised to assist with supporting their environment.
Responsibilities:
Maintain positive relationships with key stakeholders for allocated customers.

Maintain positive relationships with key stakeholders within the organisation

Act as a point of escalation during business hours for allocated customers.

Act as a major incident manager during P1s for allocated customers.

Conduct monthly reporting for all assigned Managed Services Customers within SLA

Conduct monthly reporting tasks for other service delivery managers where the appropriate instructions and documentation has been provided.

Working with the onboarding team to identify gaps before new customers enter Managed Services.

Create and maintain operational documentation and knowledge base (KB) articles.

Maintain risk registers for your assigned Managed Services Customers

Continual improvement planning following a continual service improvement process

Process improvements across your assigned Managed Services Customers

Maintain the operational documentation for assigned Managed Services Customers

Responsible for transition of new customer services into operations.

Ensure operational staff follow change management processes as required for assigned Managed Services Customers

Assist in the identification of problems within your customers environments by reviewing ticketing system data.

Schedule work and manage field services when required.

Assisting the rest of the Service Delivery team with their clients when required (Annual leave, Personal leave, high workload)


JOB TYPE
Work Day: Full Time
Employment type: Permanent Job
Salary: Negotiable
Positions available: 1


JOB REQUIREMENTS
Minimal experience: Unspecified
Gender: Indistinct