Service Delivery Coordinator
1 month ago
Job Summary
This role is responsible for handling customer communications, addressing service-related requests, and supporting service escalations. The ideal candidate will have experience in service coordination, customer service, and project administration.
Key Responsibilities
- Serve as primary point of contact for customer inquiries, orders, and complaints.
- Update product catalogues, onboard customers into SNOW, and collaborate with the transition team.
- Execute and coordinate order management processes, including forecasting and invoicing.
- Manage the deployment of Lenovo devices and 3rd party products between partners and customers.
- Coordinate the collection of unused machines from customer premises.
- Monitor and manage inventory levels.
- Perform device and accessory asset management.
- Set up tracking for SLA monitoring and other necessary metrics.
- Prepare monthly billing files and work with the relevant team to ensure timely invoicing.
- Maintain and provide data for internal and external reports.
- Build solid working relationships with partners to ensure smooth deployments and excellent order management.
- Actively participate in UAT enhancement testing and provide recommendations for improvement.
Requirements
- Minimum 3 years' experience in service coordination, ideally in an IT services environment.
- Proven customer service experience and customer orientation.
- Strong communication skills and active listening.
- Organized and analytical, with the ability to provide accurate information.
- Prior project management experience and strong skills in project administration are a plus.
- Ability to work under minimum supervision and as a team player.
- Familiarity with CRM systems and practices, as well as ticketing tools.
- Ability to multi-task, prioritize, and manage time effectively.
Preferred Qualifications
- ITIL certification and PRINCE2/PMP are preferable.
- English fluency, both written and spoken.
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