Service Delivery Coordinator
il y a 2 semaines
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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