Service Delivery Coordinator

1 month ago

Perth, Western Australia Atturra Full time

About the Role


We're seeking a skilled Service Delivery Coordinator to join our team at Atturra, a leading advisory and IT solutions company in Australia. As a key member of our Managed Services team, you will play a crucial role in ensuring the smooth delivery of IT services to our clients and stakeholders.



Responsibilities



  • Oversee the end-to-end delivery of IT services and ensure they meet or exceed service level agreements (SLAs).
  • Coordinate and manage service requests, incidents, and changes through our IT service management tool.
  • Track and monitor service delivery metrics and performance indicators.
  • Serve as the primary point of contact for incident escalations and resolution.
  • Facilitate problem management processes, including root cause analysis and preventive measures.
  • Coordinate with technical teams to ensure timely resolution of incidents and problems.
  • Manage and coordinate IT change requests to minimize impact on operations.
  • Ensure that changes are implemented in a controlled and compliant manner.
  • Support release management activities, including scheduling and communication.
  • Maintain strong relationships with clients and stakeholders to understand their IT service needs.
  • Communicate service performance, issues, and improvement plans effectively.
  • Gather feedback to improve service delivery and customer satisfaction.
  • Identify areas for improvement in IT service delivery and propose solutions.
  • Collaborate with IT teams to implement process improvements and best practices.
  • Participate in service review meetings and contribute to continuous service improvement initiatives.
  • Generate and maintain accurate service delivery reports and dashboards.
  • Document processes, procedures, and guidelines related to service delivery.
  • Ensure compliance with IT policies, procedures, and standards.


Requirements



  • Excellent customer service and relationship management skills.
  • Strong understanding of IT service management (ITSM) frameworks and methodologies.
  • Ability to analyze data and generate insights to drive service improvements.
  • Proactive attitude with a focus on continuous improvement.
  • Team player with the ability to collaborate across various IT teams and departments.
  • Education: Bachelor's degree in Information Technology, Computer Science, or equivalent in experience.
  • Experience: 2-4 years of experience in IT service management, IT support, or a related role.
  • Certifications: ITIL Foundation Certification or similar IT service management certifications preferred.
  • Technical Skills: Knowledge of IT service management tools (e.g., ServiceNow, Jira), incident management, and change management processes.
  • Soft Skills: Strong communication, organizational, and problem-solving skills. Ability to work under pressure and manage multiple tasks simultaneously.
  • Proven ability to work under pressure, meet deadlines, and prioritize workloads.


Working Conditions



  • Permanent full-time role.
  • Based in Perth.
  • Office or Customer Office.


How to Apply


For more information and to apply, please visit our careers page at Atturra.


We are an equal opportunity employer and encourage applications from all individuals, regardless of Veteran or service status, gender, LGBTQI+ identity, ethnicity, religion, physical ability, or age.


Atturra is committed to addressing the digital skills gap and advocating for diversity and inclusion.


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