Service Delivery Coordinator

**About the job** **Is this your next adventure?** **Cube Networks is not your average IT Company. We’re unserious people doing serious business who understand the importance of real partnerships, doing great work and having fun. Our authentic care for our people and our customers means that we cultivate a culture of accountability where everyone upholds the values that drive our success.** **Are you a passionate a Service Delivery Coordinator or an IT Engineer across the Network and Security space ready for your next challenge?** *** - We are seeking a **Service Delivery Coordinator** on a ** permanent, full-time basis** who can work closely to coordinate and assist with managing our portfolio of Customers to ensure we exceed all customer expectations and meet our contractual obligations. The role requires someone who can help establish processes to ensure our team of engineers can deliver to a high standard of service, whilst also monitoring and tracking our customer feedback to develop quality improvement processes. The core purpose of this role is to ensure our Managed Services teams are meeting our customer priorities, and liaising with customers on changes and requests to deliver an outstanding quality and service to our customers, all while meeting agreed SLA’s. The role is located in the heart of ** Melbourne’s Arts Precinct** but offers the opportunity to **work flexibly**. **Your responsibilities will include**: - Coordination of customer escalations, ensuring all issues are managed in a timely fashion and handled in a courteous and professional manner - Problem, change and major incident management on behalf of Cube Networks, ensuring effective communications to customers and timely interaction with incident owners, being on call for such events - Assisting engineers with vendor management - multi-party co-ordination, to drive issues to satisfactory resolution for Cube’s customers - Escalation to Service Delivery Managers or Customer Success Manager for any major customer issues impacting Cube’s ability to deliver a service - Develop and provide service delivery reporting to customers, utilising information extracted from various data sources, such as Service.Now, Cherwell, HEAT, Solarwinds, Nagios, etc - Ensure Cube Networks’ team members understand agreed KPIs and SLAs for each customer, as required - Track, monitor & drive adherence to agreed SLAs for each customer - ** This is a fantastic opportunity to work with an exciting, rapidly growing Australian company and showcase your passion for delivering excellent customer service** **What you'll need to succeed in this role**: - At least 1 year experience in a service delivery role within the IT (Network & Security Environment) is preferred - ITIL 3 qualification (ITIL v4 is preferred) - Excellent communication skills, both written and verbal, with the ability to engage with key stakeholders - Ability to collate and utilise relevant information to drive problem resolution and achieve business outcomes - This is the right role for someone who has the confidence to work directly with customers and internal stakeholders and be empowered to drive outcomes. Our environment is fast paced, challenging and highly collaborative - we work hard, but we have plenty of fun **Our recruitment process, what happens next**: - Recruitment agencies, we’ve got this one Cube Networks upholds the highest ethical standards in business partnerships and will not accept liability for fees associated with unsolicited CV submissions._ - “Cube Networks is an Equal Opportunity Employer. Cube Networks is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Cube Networks are based on business needs, job requirements and individual qualifications, without regard to race, religion, colour, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We celebrate diversity and are committed to creating an inclusive environment for all employees."_