Service Delivery Coordinator

Job Locations SE-Göteborg
Job ID
2020-1161
Category
Service & Repairs
Type
Permanent Employee

Overview

 

To assist in service and delivery of contractual items relevant for the account and acting as clients point of contact. To support the Service Delivery Manager. Overarching responsibilities is to maximise customer satisfaction and optimise service delivery and provide a focal point for service / operational issues.

 

 
 
 
 

 

 

Responsibilities


Coordinate deliveries to ongoing key operational account.

To provide a focal point of contact for client with regards to operational issues and to be fully aligned with other members of account team. To forge a close working relationship with our key customers.

Creating a stronger, more clients focussed service delivery function to capture and fully realise service and maintenance revenue.

Escalation point for the customer.

Follow up KPI’s, SLA’s and contractual obligations with the customer.

Overarching responsibility is to ensure that service delivery exceeds customers’ expectations and as a minimum satisfies the contractual obligations and requirements. To be fully responsive to customer issues.

 

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To ensure operational income is fully realised. A full understanding of maintenance and chargeable income for specific nominated accounts.

The latter is an operational opportunity.

Take the lead in periodic customer reviews for service delivery actions (frequency to be determined by customer). 

Coordinate the production, publication and presentation of operational / service performance reports. To coordinate the Customer Service Desk (CSD) to ensure customer reports are produced and published. The report content will be determined by customer as will release date.

A full understanding of the associated maintenance contract, SaaS agreements and deliverables. To liaise with Vix Key Account Manager and

Head of Service Operations on all contract related issues.

To have a full understanding of the software release notes and the impact on the customers’ current configuration. This task will require interaction with project teams.

To actively engage in any business management activities that will add value to the customer experience.

Ensure high levels of customer engagement.

Qualifications

Essential

  • Experience of working in a Service Delivery or complex projects.
  • Ability to interpret contractual information and ensure compliance.
  • Ability to use Microsoft office specifically excel & power point.
  • The ability to comprehensively understand IT, as well as translate IT related issues for the business
  • Ability to run complex projects

Desirable

  • Degree in commercial, technical, IT subject or similar.

Knowledge and Experience

Essential

  • Ability to interact at all levels with customer.
  • Ability to coordinate and deliver operational account
    of highest quality.
  • Ability to forge strong working relationships with customers (internal & external)
  • Customer service skills of the highest quality.
  • Ability to present to large groups including senior level executives.
  • Ability to agree targets and self- monitor performance

Options

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