IT Service Delivery Coordinator

2 weeks ago

Melbourne, Australia VISITS Full time

**IT Service Delivery Coordinator (Managed Services)**:
VISITS is a leading Managed Service Provider with a growing team in Melbourne, Sydney, Brisbane, Perth and the Philippines.

Highly respected by our clients, we pride ourselves on delivering an outstanding customer experience and excellent employee experience. We only hire the best people who share our passion and values.

We are looking for an experienced Service Delivery Coordinator to join our dynamic team on a full-time, permanent basis in our Melbourne office.

**Your Role**:
You will be responsible for overseeing the Service Team's workflow, ensuring staff stay accountable in completing tasks and maintaining a high-quality service to meet team KPI's and client service standards.

You will be an organised, energetic, supportive and collaborative team player.

You will have a strong understanding of ITSM principles and how IT companies operate.

You will bring a passion for customer service excellence and an ability to work with internal and client stakeholders.

**Your Responsibilities**:

- Workforce planning, scheduling and rostering for the Service Team.
- Ticket triage and scheduling for incidents, service requests and changes.
- Foster a client-centric culture within the team, ensuring exceptional customer service and satisfaction.
- Provide clients and Account Managers with regular updates on significant items of work.
- Act as an escalation point for clients.
- Document internal processes and procedures for the Service Team.
- Continuously monitor and enhance processes to streamline workflows and improve overall efficiency.
- Prepare and present meaningful reporting to the Management Team on a regular basis.

**Your Experience & Skills**:

- **Minimum **3 years' experience as a Service Delivery Coordinator, including with customers of 100+ seats.
- Strong knowledge and experience of ITIL and ITSM processes, including driving service initiatives.
- Previous experience working for an MSP or similar business is a significant advantage.
- Technical experience is important (you need to understand the support requirements for the jobs you are overseeing).
- Excellent time management skills with the ability to manage competing deadlines, prioritise work effectively and work in a fast-paced environment.
- Strong problem-solving and critical thinking skills with the ability to analyse complex issues and develop effective solutions.

**Your Benefits & Perks**:
We value our staff and offer competitive salaries and plenty of employee-focussed benefits.

Our Melbourne head office in St Kilda Road is a great place to work with breakfast, snacks and light lunches supplied, a cafe-quality coffee machine, located close to public transport and lots more

We have a great team culture and organise regular social gatherings, including Friday Night Drinks.

This is an office-based position with some flexibility to work from home (when needed).

Other perks include:

- Novated leasing, including FBT-free leasing of electric cars (where eligible).
- Savings on IT equipment and home NBN, which you get at cost.
- Discounts on supermarket gift cards, movie tickets and a range of home, leisure and personal items.
- Optional participation in charity and fundraising events for mental health and similar causes.

In addition, we offer staff a personalised training and professional development plan to assist you with your career progression.

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