Service Delivery Coordinator

4 days ago

Bibra Lake, Australia Transparency IT Full time

I'm looking for love.
Or rather an IT person that has a great love of
1. People and
2. Organising things.... and sometimes organising people too.

I've heard this role described as cat-herding (harsh) or engineer wrangler.. but that doesn't do it justice.

Given my client is an IT company, this role is about coordinating people and processes so clients get the IT service and projects delivered that they're expecting and engineers account for their time properly so it can all be billed in the right way.

One part Service Management, one part Project Management, with a small sprinkling of Account Management.

If you salivate when I say words like systemise, order, efficiency, marshall, methodise and you're in your element creating order out of chaos. Then this is for you. Not that the environment is chaotic, they're actually well structured and highly profitable but you'll have your work cut out keeping tabs on 13 project engineers plus several support technicians as you become the key person who is across everything.

Typical tasks include

Ensure all timesheets are completed daily.
Review the time entries against managed contracts and block hour agreements to ensure they are accurate and fair.
Ensure technical resources are recording their time to the correct agreements.
Manage the escalation process of tickets throughout the team.
Oversee all project delivery from Design, Implementation and hand over.
Ensure Accounts are notified on completion of all engagements - so that projects can be invoiced upon completion.
Ensure regular project updates are going out for all open projects.
Ensure projects are being completed within the hours budgeted.
Ensure the monitoring platform and alerts mailbox are being addressed and actioned.
Maintain the After-Hours schedule.
Meet with customers on a regular basis, obtain feedback and identify additional opportunities.
Ensure customer issues/concerns are raised internally and addressed.
Quoting - quote all small order IT equipment ( L aptops, Office 365 licensing and end user compute peripherals)

As this is a new role in the company, you'll get to stamp your mark on it and shape it to suit you.

This role is your stepping stone into management. They're even happy to give you the title of Service Delivery Manager if you want it.

Work Environment

The office is based in Bibra Lake. It's a friendly but excellence based environment. These guys hire smart people and then get out of the way and let them do their jobs. They are highly respected in their field and their field is enterprise level IT projects. Client sizes are from 500 - 5000 users for the most part and they don't advertise or do any marketing, they win all their work on the basis of the quality of their IT engineers. And I placed a lot of them, so I know their good. And they keep growing.

This isn't a work from home role, plenty of face time in the office is required to build and maintain the relationships and keep visible. They are flexible around start and end times during the work day though, or working from home on days when you might have to meet workmen or go to an appointment.

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