Service Delivery Coordinator

Company Mission :
Through an elite team of courteous and responsive professionals, our mission is to deliver an unrivalled service experience. We are committed to building long-term relationships with our clients. We are partners for a better future.

Company Objectives :
Keep up every promise. Do more with less. Create an extraordinary customer experience.
Service Delivery Manager Expectations :
Project Management
Planning tasks proactively
Tracking planned tasks
Status updates
Client facing as a Overall PMO
Tracking Contract signoffs, invoices and receivables
Process compliance
Skillsets/behavioural:
Work with honesty, integrity and with the company's best interest in mind.
Take ownership of all your tasks.
Continuous growth and development - ask questions.
Possess excellent communication and interpersonal skills.
Good at multi-tasking.
Organised.
Detail oriented.
Punctual.
Open minded.
Team /Collaboration
Build positive and professional working relationships.
Take ownership of the success of the team.
Help one another.
Hold each other accountable.
Work with multiple stakeholders both Internal and External

The daily tasks for a service delivery coordinator typically involve overseeing the delivery of services to clients, ensuring smooth operations, and maintaining client satisfaction.

Daily Tasks

Team Coordination :
Attend daily stand-ups or check-ins to discuss assignments and challenges. Provide guidance or troubleshooting support for complex issues.
Monitor Service Performance and Operations :
Review daily operational metrics against SLAs. Oversee the day's field service schedules and assignments.
Incident and Problem Management :
Address any issues and ensure proper escalation and resolution. Communicate with teams to understand root causes and resolution progress.
Customer and Stakeholder Communication :
Serve as the main point of contact responsible for the successful delivery of services that you are managing. Address feedback, concerns, and escalations from customers promptly.
Performance   Monitoring :
Track daily KPIs, such as response time, resolution time, and SLA compliance. Identify any potential risks or delays in service delivery. Monitor and document recurring issues for long-term resolution plans.
Continuous Improvement Activities :
Identify areas for process improvement and suggest optimizations. Evaluate feedback from customers and teams to improve service quality.
Manage Scheduled Activities :
Oversee planned activities. Liaise with customer, other departments, or vendors, to ensure smooth operation of activities
Additional Tasks as Required :
Attend or lead meetings with clients, vendors, and senior management. Stay updated on the latest IT trends or tools in the field. Ensure adherence to organizational policies and best practices.
Closure and Follow-up :
Ensure that all service requests are completed satisfactorily and closed in a timely manner. Follow up with clients to confirm resolution and address any remaining concerns or additional needs.
Take Ownership:  Own the success of your work, the engineers you support, and your team's work every day.

Weekly Tasks

Team Meetings : weekly team meetings with the service delivery team to discuss priorities, review progress on ongoing projects, and address any challenges or bottlenecks.
Progress Tracking :
Monitor the progress of ongoing service delivery activities throughout the week. Track task completion, milestones reached, and any delays or obstacles encountered.
Client Communication :
Maintain regular communication with clients throughout the week to provide updates on project status, address any issues or concerns, and gather feedback on service delivery performance.
Escalation Management :
Address any escalated issues or client complaints promptly and work to resolve them to the client's satisfaction. Escalate unresolved issues to higher management or other relevant stakeholders as needed.
Resource Coordination :
Coordinate resources, including personnel, equipment, and materials, to support ongoing service delivery activities. Ensure that resources are allocated efficiently and effectively to meet project requirements.
Quality Assurance :
Conduct regular quality checks on deliverables and service outputs to ensure they meet quality standards and client expectations. Address any quality issues identified and take corrective actions as necessary.
Documentation and Reporting :
Update project documentation, including task lists, status reports, and client communication logs, on a weekly basis. Prepare and distribute weekly progress reports summarizing project status, accomplishments, and upcoming milestones accordingly.
Performance Review Meetings:  Attend weekly performance check-in meetings with team members on ongoing service delivery to discuss individual performance, provide feedback, and identify areas for improvement or development.
SLA Compliance :
Monitor service level agreement (SLA) compliance throughout the week. Ensure that service delivery activities are meeting…