Service Delivery Coordinator

At Thales, we know technology has the ability to make our world more secure, sustainable, and inclusive - and that it's all driven by human intelligence.

Because it takes human intelligence to build and power the systems and solutions that people depend on every day. So we stay curious and make space for diverse points of view. We share what we know and we challenge what's possible.

From manufacturing and engineering to cybersecurity and space, we're driving progress in some of the world's most important industries - and working together to build a future we can all trust.

Tesserent | Cyber Solutions by Thales is a full-service cybersecurity solutions provider. We partner with clients across Australia and New Zealand in the protection of their digital assets and partner with clients to provide a full suite of cybersecurity services.

Partnering with over 1,400 mid-sized to enterprise, government, and critical infrastructure clients, our mission is to be the sovereign cybersecurity provider of choice for the protection of Australia and New Zealand's digital assets and deliver comprehensive, tailored solutions to prevent, detect and mitigate potential cyber-attacks. We have deep expertise in security advisory (GRC) and consulting, technical assurance and testing, cloud services, 24x7 managed services and monitoring, incident response and forensics and converged/physical security.

We are an experienced and highly motivated Service Delivery Coordinator who has a strong focus on ensuring our customers are delivered a high-quality service in line with agreed deliverables. You will need to be able to communicate effectively and build rapport with customers from all levels of business.

As a Service Delivery Coordinator, you can facilitate various types of tasks at once to run on schedule and efficiently. You are approachable and can maintain positive relationships and environments. You are comfortable driving tasks for clients and communicating with various stakeholders. You value collaboration and teamwork. You are driven by a desire to achieve results for the company and clients. You will provide support for the Service Delivery team and drive daily administration activities.

**YOUR ROLE**

Working from either our Melbourne Office or Sydney Office, your role will include:

- Coordinate service implementation and coordination of activities relating to vulnerability management,
- Aid the Service Delivery team as required with documentation and internal administration duties,
- Assist with maintenance and access of external customer storage repositories, such as SharePoint,
- Coordinate and assist the team with scheduled service review meetings where applicable,
- Manage relationships alongside the technical delivery team, Service Delivery and sales team,
- Coordinate scheduled reporting and ensure it is delivered on the agreed timeline,
- Manage and Track actions for customers, including remediation activities associated with vulnerabilities,
- Monitor and answer support incoming calls, coordinating and advising with relevant internal teams to ensure customer enquiries are logged and actioned in a timely manner,
- Provide coordination of internal communication for customer related activity,
- Aid in driving improvements and standardisation for service delivery activities,
- Build relationship with internal teams, customers, and partners to ensure successful delivery of our services,
- Assist with non-technical service-related questions, and ensure the client is happy with services,

**YOUR EXPERIENCE**

To be successful in your role, you will have demonstrated and/or acquired the following knowledge and experience:

- 1-2 years' experience in service delivery, project management or IT service desk type roles,
- Knowledge of cyber security or general IT beneficial,
- Effective experience in customer service including building and fostering client relationships,
- Strong organisational, presentation and customer service skills essential,
- Experience in working with service management platforms, such as ServiceNow desirable,
- ITIL 4 desirable.

**WE ENCOURAGE YOU TO APPLY**

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It's easy to dismiss the perfect opportunity if you don't see yourself as the perfect fit. If this role feels right - no matter your background or personal circumstances - please introduce yourself or join our community. We're committed to supporting a diverse workplace, and that starts here.

We're proud to be endorsed by WORK180 as an Employer for All Women, but we know there's always more we can do. We'll continue to foster industry partnerships, employee resource groups (ERGs) and development opportunities to make Thales a genuinely equitable employer, for everyone.

Read more about our WORK180 endorsement.