Description
The Service Delivery Coordinator is responsible for:
Tasks
Document, agree, monitor, measure, report and review the level of IT services provided
Ensure that specific and measurable targets are defined for all IT services
Monitor and improve customer satisfaction with the quality of service delivered
Produce service reports (routine or exception) and participate in Service Review Meetings with Customer
Actively support coordination of Change Management (operational and in scope of agreement)
Liaise with internal teams to insure that the right means are in place to track and measure relevant KPI's
Monitor service performance against SLAs
Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered
Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so
Use standard SLA frameworks and document templates
Determine, document and agree requirements for new services
Review and revise underpinning agreements and service scope (Liaise with Pre-Sales team)
Report customer satisfaction to internal teams and foster a lessons-learned culture
Conduct service reviews and instigate improvements within an overall SIP
Coordinate Service Desk activities
Actively support coordination with the implementation of updated/new ITSM Processes and Tools
Personnel
Motivate the employees involved in the service delivery. Help them thrive in a challenging work environment
Understanding the full scope of the Service Delivery process
Ensuring that all your co-workers in projects understand and follow all procedures they are involved with
Profile:
Capability to build a relationship with the customer representatives
Capability to understand the implications of requests to change the level of service or the functionality that a service provides
Capability to produce reports on the actual level of service provided
Capability to translate the business requirements provided by the customer representatives into SLR for the service owners
Excellent verbal and written communication skills
Service-oriented attitude
Good understanding of the service management processes. ITIL v3 certified
Experience coordinating Incident Management, Change Management & Service Fulfilment activities
Capability to use the tools provided to fulfil the role of Service
Delivery Manager. Experience with standard Incident & Change Management tools.
Languages: English and French. German would be considered as an asset