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Service Delivery Coordinator
il y a 1 mois
Job Title: Service Delivery Coordinator
About the Role:
The Service Delivery Coordinator is a key member of the Dynatrace Services team, responsible for ensuring the smooth delivery of services to our customers in the EMEA region. This role requires strong organizational skills, attention to detail, and excellent communication skills.
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.
What We Offer:
Dynatrace offers a dynamic and challenging work environment with opportunities for growth and development. We are committed to providing our employees with the tools and resources they need to succeed.
