Service Delivery Coordinator

Fluor is one of the world's largest publicly traded engineering, procurement, construction (EPC) and maintenance companies, providing innovative EPC services to government and private-sector clients in diverse industries.

We are proud to design and build projects and careers. This requires teams that are as unique as the projects we execute. We are committed to fostering a work environment that embraces Diversity, Equity, and Inclusion (DE&I) for all so our employees and stakeholders benefit from the creative solutions derived as a result of embracing differences.

Fluor’s Mining & Metals team is looking for a Service Delivery Coordinator to work on an exciting project from the teams Perth based office.

SUMMARY

Service Delivery Coordinator (SDC) works in close association with Service Delivery Manager (SDM) and outsourcing partners to ensure delivery of IT services.

SDC works with SDM to develop and implement IT best practices in Fluor IT Services.

DUTIES & RESPONSIBILITIES

Service Level Management

Help SDM in managing the relationship with Fluor selected outsourcing partners ensuring that contracted service levels and service delivery standards are met.
Help SDM manage customer’s service expectations through education and review of service level agreements with the business.
Solicit regular feedback from customers to ensure service expectations are being achieved and service issues and concerns are resolved.
Work with team and SDM to ensure that Corporate IT policies, standards, and procedures are followed.

**Support SDM in key areas**:
Incident management.
Problem management - tracking and collating information on related incidents.
Service escalations.
Change management coordination.
Coordinate between different IT groups both local and Enterprise to deliver IT services.
SLR review and analysis.
Maintain Critical User List.
Work with out source partners to provide executive assistance and support.
Assist with the deployment of local and global IT projects.
Assistance with reporting and administration.
Works with enterprise communications team in developing consistent approach, format and processes to address local communication needs.
Driving continuous improvements from lessons learned into our services, processes and local IT projects.
Participation in the Global SDC activities and monthly calls.
KNOWLEDGE, SKILLS, & ABILITIES

Education/Training

Role requires organizational, analytical and communications skills normally acquired through achievement of a Bachelors/Masters Degree in IT or Computer Science, Engineering, or Business Administration
Alternatively extensive experience in a similar role.
Demonstrate a good understanding of the different services and support functions within IT.
Good understanding of ITIL framework.
Experience

Minimum of four years experience in the IT industry.
Demonstrated supervisory skills in IT Service Delivery in an operational and project environment.
Demonstrated experience in managing contractual relationships with service providers to achieve successful delivery of business services.

**Skills**:
Demonstrated supervisory skills including the ability to act flexibly,effectively manage change, and cultivate productive working practices.
High level communication skills, including the ability to communicate clearly, persuasively and represent IT at all levels of the business.
Understanding and awareness of company’s organization and operating processes.
Knowledge of the principles and practices of HR management relating to departmental management.
Awareness of safety in the workplace, particularly with respect to information technology services.
Awareness of data protection and privacy issues relevant to the location.
In order to be considered for this position, current Australian legal working rights are required.

We are an equal opportunity employer that recognises the value of a diverse workforce. All qualified individuals will receive consideration for employment without regard to race, colour, age, sex, sexual orientation, gender identity, religion, national origin, disability, or any other criteria protected by governing law.