Service Request Coordinator

Why this job matters

Accountable for the End to End Service Request Management Process performance and improvement (from Proposal creations to Implementation) of a Contract or subset of a large contract. This is a customer facing role and supports Mobilisation, T&T and In-Life, as well as applying complex contract commercials. The role has a strong impact on both customer experience and contract financial performance and is critical for customer experience, service performance and revenue growth.

What you’ll be doing

• Accountable for the end to end Service Request Management process performance on the contract or a sub-set of a large contract
• Owns critical In-Life high complexity and Project requests coordinating with Project and Programme Managers, Design and Sales/Contract Management.
• Primary interface for end-customer (typically IT Managers and IT Directors) and sales for overall performance of complex and pre-defined service request
• Advises or coordinates advising the customer the best way to address their requirements (technical, service level and cost), including involving Account or Contract Management when required
• Manages Service Request related escalations and reporting, coordinates other teams for the delivery of customer service requests proposals and deliveries
• Manages complex commercial aspects of Service Request Management with a level of DoA from Contract Management
• Acts in support of the contract’s sales and business development strategy as defined by Account and Contract Management
• Drive setting of commercial and design guidelines defined by Contract Management, Technical Design (and customer) for BT teams to apply
• Delivers and Implements jeopardy management and reporting against contract SLAs (end to end from receive customer request to order quality closure)
• Coordinate a team of Service Request Coordinators including managing work allocation as appropriate
• Monitoring and managing performance on all Service Requests to achieve targets i.e. Quality Checks, Business Standards, contractual requirements, failure analysis
• Supports Service Request mobilisation and process set-up including knowledge share with teams as well as set-up and configuration of systems and tools
• Accountable for the quality, accuracy and version control of all Service Request documents, templates and guides.

The skills you’ll need

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity. Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business. Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation. Building for the future
I build diverse future-ready teams where all individuals can be at their best.