Senior Service Delivery Coordinator (MIS)

Overview

The Senior Service Delivery Coordinator is a skilled administrator who works closely with the Service Delivery team to ensure adherence to processes within the client environment and maintain a high degree of client satisfaction across all assignments. The role coordinates general administrative tasks and interfaces with external stakeholders and/or clients, and may at times act as an information team leader.

What you'll do

• Ensure the administration of client complaints being managed by the service delivery team.
• Support the management of all updates for contracted accounts within the team's portfolio and facilitate and ensure the timely implementation of standard changes within client accounts.
• Ensure the achievement of all deliverables using best practices against agreed service level agreements and key performance indicators.
• Support the service delivery team by obtaining the right information to satisfy client requirements.
• Coordinate meetings with clients, vendors, and other internal/external stakeholders.
• Collate management information needed to update and produce client service reports and internal reports.
• Assist with the completion of incident reports, meeting notes and other client communication as required and approved by the relevant stakeholder(s).
• Maintain the accuracy of operations and/or procedure manuals and schedules, and facilitate annual reviews of all manuals for the team.
• Publish updates of operations and/or procedure manuals to stakeholders using release management communication channels.
• Assist with day-to-day filing, portal management and maintenance of client records, working with the Legal team to ensure that client contracts are maintained in document management systems.
• Engage with service delivery groups to ensure the seamless delivery of procedures.
• Adhere to governance procedures for all non-standard procedure establishment requests and coordinate the process or work instructions within release management procedures.
• Identify and implement process improvements to ensure optimal delivery engagement, and advise the relevant stakeholders accordingly.
• Act as an informal team lead to less experienced resources within the team.
• Perform any other related task as required.

What you'll need

• Ability to adapt to different requirements/scenarios.
• High level of attention to detail and a proactive approach to work.
• Reliable, with the ability to produce a high quality of work.
• Excellent written and verbal communication skills.
• Ability to build effective working relationships with a variety of stakeholders.
• Ability to work well within a team environment.
• Strong orientation towards ensuring client satisfaction and service delivery.
• Ability to multi-task in order to achieve desired outcomes.
• Ability to think critically and creatively, as well as to work independently and as part of a team.
• Strong organizational and time management skills.
• Proficient in Microsoft Office Suite.
• Relevant high school diploma in addition to vocational training.
• Completion or working towards completion of an ITIL certification.
• Solid demonstrated experience gained within a similar role.
• Solid demonstrated experience in a customer service or administrative role.
• Demonstrated team leader experience.

Details

• Workplace type: On-site.