Service Delivery Coordinator

Job Description - Service Delivery Service Delivery Responsibilities:
● Maintaining positive relationships with customers.
● Identifying customer needs and overseeing service delivery within the business
context.
● Leading the service delivery team, managing conflict, and ensuring the team's
processes and tasks are carried out efficiently.
● Managing finances and budgets.
● Determining ways to reduce costs without sacrificing customer satisfaction.
● Assessing customer feedback and using your creativity to establish, improve,
and refine services.
● Remaining organized and meeting deadlines.
● Building partnerships and liaising with team leaders to determine the company's
services, delivery criteria, and solutions for issues that may arise.
● Identify resourcing issues
● Manage all 3 sides of the Strategic Triangle – Customer Satisfaction: Employee
Engagement; and Profitability
● Monthly and quarterly forecasting of team costs and project revenues
● Review actual performance against forecast – understand gaps and put
corrective measures in place, as appropriate
● Input to service design and support for service implementation
● Internal service reporting
● Manage customer escalations, issues, problems, and requirements
● Identify and progress Continual Service Improvement initiative
● Explore and drive opportunities within existing customers for new/additional work
● Conduct regular Service Reviews with Customers
● Contractual awareness
Service Delivery Requirements:
● A bachelor's degree in a business-related field.
● Experience in customer service, leadership, and logistics may be advantageous.
● Good computer skills and the ability to use business support software.
● Strong customer service, project management, and quality control skills.
● Good resource planning skills.
● Strong teamwork skills and attention to detail.

● Resource Management experience: performance management, workload distribution, team development, knowledge management (People)
● Forecasting: Monthly forecasting on gross profit accounting for team costs, recurring and additional project revenues and costs (Financials)
● Effective verbal and written communication skills (People, Customer)
● Self-starter. Can take on assignments, driving through contacting the appropriate
parties to get them done and escalate when progress is impeded.
● A team player and self-motivated, you must demonstrate a strong
customer-centric ethos