Job
Description
Company Mission : Through an elite team of courteous and responsive professionals, our mission is to deliver an unrivalled service experience. We are committed to building long-term relationships with our clients. We are partners for a better future. Company Objectives : Keep up every promise. Do more with less. Create an extraordinary customer experience. Service Delivery Manager Expectations : Project Management Planning tasks proactively Tracking planned tasks Status updates Client facing as a Overall PMO Tracking Contract signoffs, invoices and receivables Process compliance Skillsets/behavioural: Work with honesty, integrity and with the company’s best interest in mind. Take ownership of all your tasks. Continuous growth and development - ask questions. Possess excellent communication and interpersonal skills. Good at multi-tasking. Organised. Detail oriented. Punctual. Open minded. Team /Collaboration Build positive and professional working relationships. Take ownership of the success of the team. Help one another. Hold each other accountable. Work with multiple stakeholders both Internal and External The daily tasks for a service delivery coordinator typically involve overseeing the delivery of services to clients, ensuring smooth operations, and maintaining client satisfaction. Daily Tasks Team Coordination : Attend daily stand-ups or check-ins to discuss assignments and challenges. Provide guidance or troubleshooting support for complex issues. Monitor Service Performance and Operations : Review daily operational metrics against SLAs. Oversee the day's field service schedules and assignments. Incident and Problem Management : Address any issues and ensure proper escalation and resolution. Communicate with teams to understand root causes and resolution progress. Customer and Stakeholder Communication : Serve as the main point of contact responsible for the successful delivery of services that you are managing. Address feedback, concerns, and escalations from customers promptly. Performance Monitoring : Track daily KPIs, such as response time, resolution time, and SLA compliance. Identify any potential risks or delays in service delivery. Monitor and document recurring issues for long-term resolution plans. Continuous Improvement Activities : Identify areas for process improvement and suggest optimizations. Evaluate feedback from customers and teams to improve service quality. Manage Scheduled Activities : Oversee planned activities. Liaise with customer, other departments, or vendors, to ensure smooth operation of activities Additional Tasks as Required : Attend or lead meetings with clients, vendors, and senior management. Stay updated on the latest IT trends or tools in the field. Ensure adherence to organizational policies and best practices. Closure and Follow-up : Ensure that all service requests are completed satisfactorily and closed in a timely manner. Follow up with clients to confirm resolution and address any remaining concerns or additional needs. Take Ownership: Own the success of your work, the engineers you support, and your team’s work every day. Weekly Tasks Team Meetings : weekly team meetings with the service delivery team to discuss priorities, review progress on ongoing projects, and address any challenges or bottlenecks. Progress Tracking : Monitor the progress of ongoing service delivery activities throughout the week. Track task completion, milestones reached, and any delays or obstacles encountered. Client Communication : Maintain regular communication with clients throughout the week to provide updates on project status, address any issues or concerns, and gather feedback on service delivery performance. Escalation Management : Address any escalated issues or client complaints promptly and work to resolve them to the client's satisfaction. Escalate unresolved issues to higher management or other relevant stakeholders as needed. Resource Coordination : Coordinate resources, including personnel, equipment, and materials, to support ongoing service delivery activities. Ensure that resources are allocated efficiently and effectively to meet project requirements. Quality Assurance : Conduct regular quality checks on deliverables and service outputs to ensure they meet quality standards and client expectations. Address any quality issues identified and take corrective actions as necessary. Documentation and Reporting : Update project documentation, including task lists, status reports, and client communication logs, on a weekly basis. Prepare and distribute weekly progress reports summarizing project status, accomplishments, and upcoming milestones accordingly. Performance Review Meetings: Attend weekly performance check-in meetings with team members on ongoing service delivery to discuss individual performance, provide feedback, and identify areas for improvement or development. SLA Compliance : Monitor service level agreement (SLA) compliance throughout the week. Ensure that service delivery activities are meeting agreed-upon performance targets and take corrective actions to address any SLA breaches. Client Feedback Collection : Coordinator gathers feedback from the client on service delivery performance through surveys, meetings, or other feedback mechanisms. Preparation for Next Week : Review upcoming project requirements, client commitments, and resource availability to ensure readiness for the following week. Plan and prioritize tasks to ensure a smooth start to the next week's activities. Monthly Tasks Performance Review and Analysis : Help conduct a comprehensive review of service delivery performance over the past month. Analyze key metrics such as service response times, resolution rates, and client satisfaction scores to identify areas of improvement. Client Satisfaction Surveys : Distribute client satisfaction surveys to gather feedback on service quality, responsiveness, and overall experience. Analyze survey responses to identify trends and areas for improvement in service delivery. Service Level Agreement (SLA) Review : Help review existing SLAs with clients to ensure that service delivery targets and performance metrics are aligned with client expectations. Identify any SLA breaches or areas needing adjustment and work with stakeholders to address them. Resource Allocation Review : Help evaluate resource allocation and utilization trends over the past month. Determine if any adjustments are needed to optimize resource allocation and ensure efficient service delivery. Process Improvement Initiatives : Identify opportunities for process improvement in service delivery operations. Propose and implement changes to streamline workflows, reduce bottlenecks, and enhance service quality and efficiency. Training and Development Planning : Assess your training needs for service delivery based on your performance reviews and identified skill gaps. Client Meetings : Attend monthly or quarterly meetings with key clients to review service performance, discuss upcoming projects or initiatives, and gather feedback on service delivery. Documentation Review : Review and update documentation related to service delivery processes, procedures, and client-specific requirements. Ensure that all documentation is accurate, up-to-date, and easily accessible to team members. Risk Assessment : Conduct a risk assessment of service delivery operations to identify potential risks and vulnerabilities. Develop strategies and mitigation plans to address identified risks and ensure continuity of service delivery. Continuous Improvement Projects : Look into continuous improvement projects aimed at enhancing service delivery processes, systems, and tools. Collaborate with cross-functional teams to implement improvements and monitor their impact on service performance. Long-term Planning : Participate in long-term planning activities to align service delivery strategies with overall business goals and objectives. Identify emerging trends, challenges, and opportunities in the industry and develop strategies to address them proactively. Only willing to work in North American Shifts can apply. Show more Show less
