Service Delivery Coordinator

il y a 2 semaines


Paris, Île-de-France Dynatrace Temps plein

Job Title: Service Delivery Coordinator

The Service Delivery Coordinator plays a crucial role in ensuring the timely and accurate delivery of services to our customers. This position requires strong organizational skills, attention to detail, and excellent communication abilities.

Key Responsibilities:

  • Coordinate the activities of delivery consultants to ensure billable utilization goals and service levels are met.
  • Comply with and ensure compliance to established business practices.
  • Analyze and plan work schedules to minimize distances traveled by the field workforce.
  • Make changes to the planned work schedule in accordance with customer demands, priority levels, and capacity changes.
  • Monitor weekly time conformance from the delivery consultants to ensure weekly standard hours in preparation for monthly customer billing, utilization, and revenue recognition.
  • Interface with internal and external customers to provide exceptional customer service.
  • Work closely with the customer and internal delivery managers to accommodate reschedules.
  • Guide the team on modifications to business practices, processes, and/or procedures.
  • Ensure proper workflow and escalation processes are defined and met and identify best practices and/or coordination process gaps or areas for improvement, recommend and implement solutions.

Requirements:

  • Individual must be able to work efficiently in a fast-paced environment including flexibility.
  • Must be a self-starter who will identify problems and initiate corrective actions without specific direction from supervisor.
  • Proven ability to prioritize multiple, conflicting tasks with deadlines.
  • Possess conflict management skills and the ability to work in an organizational structure to determine when and who to ask for help as needed.
  • Ability to display a structured focus yet demonstrate agility and change direction as needed.
  • Excellent customer service skills.
  • Outstanding verbal and written communication skills in English, French, and preferably Spanish as well.
  • Must be computer literate and have in-depth experience of Microsoft Office, specifically with Excel.
  • Have experience with working in an IT services environment.

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