Technical Service Coordinator (HCI)

The Technical Service Coordinator plays a crucial role in coordinating and managing HCI technical service delivery for clients. Your responsibilities will include working closely with technical teams to ensure efficient service delivery that meets agreed-upon standards. As the primary point of contact for clients, you will be responsible for managing customer relationships by addressing queries and concerns promptly and satisfactorily. Monitoring service performance, analyzing metrics, and implementing process improvements are also key aspects of your role. You will be accountable for work planning and have the authority to delegate this role to team members. Access to team member qualifications allows you to assign work effectively, ensuring tasks are completed by the right individuals. Collaboration with the team leader is essential for planning staff roles and responsibilities. Any doubts, issues, or capacity problems should be escalated to the team lead for resolution. Your focus on continuous improvement involves identifying areas for enhancement in service delivery processes and recommending necessary improvements. Maintaining accurate documentation of service delivery, including reports and incident records, is vital. Communication skills, experience in infrastructure delivery services, and a deep understanding of service delivery processes and performance metrics are essential requirements for this role. Fluency in English is mandatory, and knowledge of additional languages is advantageous. The job may require support during US/UK time zones. Possessing IT certifications related to infrastructure, cloud technologies, and ITIL v4 practices are considered a plus. This job description provides a general overview of the responsibilities and qualifications expected from employees in this role.,