Technical Service Delivery Operation

Role & responsibilities

DESCRIPTION______________________________________________

The Technical Service Coordinator is responsible for coordinating and managing HCI technical service delivery to clients.

This involves working closely with technical teams to ensure that service delivery meets the agreed-upon standards, and that any issues are addressed promptly.

Job Responsibilities

• Coordinating service delivery: This involves working closely with technical teams to ensure that service delivery is coordinated and efficient. The technical service coordinator is responsible for ensuring that services are delivered in a timely and effective manner.
• Managing customer relationships: The technical service coordinator is the primary point of contact for clients and is responsible for managing customer relationships. This involves responding to client queries and concerns and ensuring that all issues are resolved in a timely and satisfactory manner.
• Monitoring service performance: The technical service coordinator is responsible for monitoring service performance and ensuring that service levels meet the agreed-upon standards. This involves analyzing performance metrics, identifying areas for improvement, and implementing process improvements as needed.
• Reporting and documentation: The technical service coordinator is responsible for maintaining accurate records of service delivery, including service reports, incident reports, and other documentation. They must also provide regular reports to clients and management on service performance.
• Continuous improvement: The technical service coordinator is responsible for identifying areas for improvement in service delivery processes and making recommendations for process improvements.

Analytical/ Decision Making Responsibilities

• Is accountable for work planning and is the default work planner.
• Can delegate the work planning role to a member of staff and thus delegates the authority to accept and/or reject work coming into the team on behalf of the team lead.
• The Technical Service Coordinator has access to team member qualifications and skills information, to assign work to the right team members.
• The Technical Service Coordinator and team leader agree on how to plan staff (who does what etc.) and on the fixed roles in the team e.g., standby, front office duty etc.
• The Technical Service Coordinator escalates to the team lead in case of doubt, issues, anticipated capacity problems, etc.
• All processes are executed in line with the current way of Operations and other factory design documents.
• The Technical Service Coordinator helps make work reproducible and ensure quality by initiating the writing and maintenance of work instructions and other documentation.
• The Technical Service Coordinator priorities for a Managed Operations team are:

1. Priority 1 incidents and Urgent changes.
2. Production work, incidents, standard changes, and other commitments already made (e.g., agreed on project-based work).
3. Problems and changes and other plan-able work.
4. New projects and transitions.

Job Requirements

• Strong communication skills.
• Experience in infrastructure delivery services and infrastructure technologies.
• Able to work effectively with technical teams.
• Deep understanding of service delivery processes and performance metrics (SLAs, OLAs, KPIs, and other relevant metrics supporting delivery quality).

Other Requirements

• English Business Fluent;
• Additional language is an asset.
• Support hours: US/ UK Time Zones

Certification Requirements

• Any IT Tech Certification for the Infrastructure, Cloud and other related technologies would be a plus. 
• ITIL v4 and ITIL V4 Practices.  

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive in

Preferred candidate profile