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Service Delivery Coordinator

2 months ago

Plano, United States SEC24-7 Full time

Plano, United States

| Posted on 01/31/2023 SEC24-7 is a leading technology service and solutions provider that specializes in providing cutting-edge solutions to manage the most complex digital transformation requirements of customers. Utilizing our broad range of expertise and partnerships, we offer managed services, professional services, expert engineering support, and cloud architecture, design, and operations. We assist customers in realizing their most audacious goals and creating sustainable, long-term enterprises.

From our beginnings operating with a “startup mentality” to where we are today, providing solutions across the globe, we have always been on the journey for innovation. We work hard to earn your trust. We speak your language and understand your needs. And we push boundaries to be the best. We want you to know that there is no better partner for you on this journey than us. Period

Job Description

The number one goal of everyone in our team is to make our Clients exceptionally happy.

The Service Delivery Team is in charge of making this happen.

The Service Delivery Coordinator is the main backbone of the Service Delivery Team, assigning tasks and making sure that all our techs and engineers are working efficiently and scheduled properly to make sure all our work is flowing along nicely and clients are supported.

The Service Delivery Coordinator works closely with the Service Delivery Manager to help the team deliver the best results possible and helps them grow along the way.

Requirements

DEVELOPMENT/USE OF OUR PSA

Use our PSA/Ticketing System to manage and monitor all Client-facing activity

Schedule and Assign the Work-Load Across our Team so they are working efficiently

Continually look for ways to better do what we do with our Ticketing System

Make sure that we are meeting our Internal SLAs and any SLAs we have with Clients

Make sure nothing slips through any cracks and if it does, stop it from happening again

Extract KPIs and other Reports for the Team

COMMUNICATION, REPORTING & RISK Create and be Accountable to Regular Reporting to the Leadership Team

Manage client expectations to ensure that the Team can deliver on what is promised

Improve customer service, perception and satisfaction

Report the utilization of Support resources to the Service Delivery Manager

TEAMWORK Coordinate & schedule the Service Team to high utilization

Support the Team and Clients with any unusual/high-level issues that arise

Escalating any unusual/high-level issues that arise to the Service Delivery Manager

Review and approve Timesheets & Expense Reports

NUMBERS AND METRICS Identify & Lead Initiatives to Improve on all KPIs & Performance Metrics.

Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency, Agreement Gross Margins & Team Happiness as well as intangible metrics that align with things such as our Company Core Values.

SKILLS AND ATTRIBUTES DESIRED

Great Communications skills, founded in being a good listener

Experience in Scheduling and Resource Management

IT Literate – Medium to Advanced User level

Management & Leadership Experience of an IT Service Team

Drivers license

The ability to speak both Geek and Human

The ability to keep up with & adapt to the fast-paced IT world

NICE TO HAVE Experience using a Ticketing system and/or PSA Tool

Skills in Strategic & Resource Planning with an ability to think and plan ahead

Experience handling Technical Service Tickets

Experience and knowledge of working with the Microsoft 365 Platform

Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.

Client Experience Certifications such as Helpdesk Habits etc.

Experience working for a Managed Service Provider (MSP) or IT Support Business.

CAREER GROWTH For someone looking to progress their role, the Service Delivery Coordinator naturally leads into the role of Service Delivery Manager.

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