Service Delivery Coordinator

2 days ago

Melbourne, Australia Paxus Full time

**About the Role**:

- To ensure oganisation meet and are striving to exceed its obligations regarding Service Levels and performance.
- To provide excellence in customer service and communication, ensuring customer satisfaction of the highest level.
- To ensure client risks are identified, documented, and mitigated where possible.
- To ensure your assigned Managed Service Customer’s documentation is maintained and being utilised to assist with supporting their environment.

**Responsibilities**:

- Maintain positive relationships with key stakeholders for allocated customers.
- Maintain positive relationships with key stakeholders within the organisation
- Act as a point of escalation during business hours for allocated customers.
- Act as a major incident manger during P1’s for allocated customers.
- Conduct monthly reporting for all assigned Managed Services Customers within SLA
- Conduct monthly reporting tasks for other service delivery managers where the appropriate instructions and documentation has been provided.
- Working with the onboarding team to identify gaps before new customers enter Managed Services.
- Create and maintain operational documentation and knowledgebase (KB) articles.
- Maintain risk registers for your assigned Managed Services Customers
- Continual improvement planning following a continual service improvement process
- Process improvements across your assigned Managed Services Customers
- Maintain the operational documentation for assigned Managed Services Customers
- Responsible for transition of new customer services into operations.
- Ensure operational staff follow change management processes as required for assigned Managed Services Customers
- Assist in the identification of problems within your customers environments by reviewing ticketing system data.
- Schedule work and manage field services when required.
- Assisting the rest of the Service Delivery team with their clients when required (Annual leave, Personal leave, high workload)

**Job Types**: Full-time, Permanent

Pay: $10.00 - $11.00 per year

Schedule:

- 8 hour shift

**Experience**:

- Service Delivery Coordinator: 4 years (preferred)
- Stakeholder Management: 4 years (preferred)
- Customer service: 4 years (preferred)
- Managed Services: 2 years (preferred)

Work Authorisation:

- Australia (required)

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