As a Service Delivery Co-ordinator you are responsible for providing 1st line support to our clients. Using Jira Service Desk, the Service Delivery Co-ordinator ensures all incidents (including Service Requests & Changes) raised by our clients are actioned efficiently and effectively, in-line with the priority of the request and the importance of the work to the client.
Your success at Mando comes through:
- The timely acknowledgement, actioning and completion of incidents to clients within agreed SLAs, with underpinned, consistently professional verbal and written communications.
- Working with the Service Delivery Lead to provide accurate and timely scheduled reporting to clients of their Service Usage, supported by regular client meetings to discuss Continual Service Improvement.
- Organisation of the Out-of-Hours client support rota.
- Escalation of issues to Service Delivery Lead where appropriate and running the function transparently so that real-time insight into current SLA position, service volumes etc. is readily available.
- Working closely with the Service Delivery Lead to ensure that resourcing requirements are clearly set-out and can be escalated if not met.
- Interacting closely with Service Delivery Lead, Project Managers and Account Managers where support and maintenance activities are being provided on active project delivery accounts (e.g. collaborating on release scheduling and contents, client account reviews, etc.)
- Working with our IT Team & Project Managers to deliver planned and consistent client release schedules
To fit within the team culture and demonstrate the right character, we expect you to:
- Challenge: Could this be achieved more simply? What are the key risks and what are we doing about them? Are we asking the ‘stupid’ questions to prevent misunderstandings?
- Communicate and collaborate: Is everyone clear on what’s expected? Have we adapted our communication to meet the needs of the project and customer?
- Support the wider team: Are we bringing calm authority and clear-thinking to the process? Have we learned from mistakes? Are we setting the team and client up for success?