Description
The Service Delivery Coordinator will implement existing ITSM guidelines for service level management, governance structure and processes, dispute resolutions and overall change management for our IT-Insourcing clients.
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 an asset