Service Delivery Co-ordinator

Elevate Group; Manchester; On-site; GBP 30,000 - 32,000; Full time

Benefits offered by this job

Birthday off or personal milestones

Free private healthcare

Pension scheme

25 days annual leave + bank holidays

Wellbeing day

Office-based team socials

Job summary

Elevate Group is seeking a Service Delivery Co-ordinator based in Manchester (Head Office). You will coordinate end-to-end service delivery, liaising with customers, internal teams and external partners to meet service levels and expectations.

In this role you will manage queries and escalations, track timelines and contribute to process improvements while building strong customer relationships and maintaining proactive communication across the business.

Qualifications

• Experience in a service delivery, customer service or coordination role.
• Excellent communication skills, both written and verbal.
• Strong organisational skills with the ability to manage multiple tasks and changing priorities.
• A proactive, customer-focused approach to problem-solving.
• Ability to build effective working relationships with customers, colleagues and suppliers.
• Confidence in managing customer queries and escalations professionally.
• Good IT skills, including Microsoft Office and Google Workspace.

Responsibilities

• Coordinate the end-to-end delivery of services, ensuring service levels and customer expectations are consistently met.
• Act as a key point of contact for customers, managing queries, service requests and escalations.
• Work closely with internal teams, suppliers and external partners to resolve issues efficiently.
• Monitor service delivery performance against agreed SLAs and KPIs.
• Track service deployments and project timelines to ensure activities are completed successfully.
• Build and maintain positive relationships with customers and key stakeholders.
• Support and participate in customer service review meetings.
• Identify opportunities to improve processes, service quality and the overall customer experience.
• Maintain clear, proactive communication with customers and colleagues throughout the service delivery process.

Skills

Communication skills

Organisational skills

Problem-solving

Customer-focused

Relationship building

Microsoft Office

Google Workspace

Independent working

Team collaboration

Tools

Microsoft Office Suite

Google Workspace

Job description

Service Delivery Co-ordinator

Department: Service Delivery

Employment Type: Full Time

Location: Manchester (Head Office)

Compensation: £30,000 - £32,000 / year

Description

As a Service Delivery Coordinator at Elevate, you'll play an important role in ensuring our customers receive a reliable, high-quality service.

Working closely with our Service Delivery Manager, internal teams and external partners, you'll coordinate service requests, manage escalations and help ensure services are delivered efficiently and in line with customer expectations.

You'll be a key point of contact for our customers, building strong relationships, keeping everyone informed and ensuring issues are resolved promptly.

We're looking for someone who is organised, proactive and passionate about delivering excellent customer service. If you enjoy problem-solving, working with different teams and making a real difference to the customer experience, we'd love to hear from you.

Key Responsibilities

• Coordinate the end-to-end delivery of services, ensuring service levels and customer expectations are consistently met.
• Act as a key point of contact for customers, managing queries, service requests and escalations.
• Work closely with internal teams, suppliers and external partners to resolve issues efficiently.
• Monitor service delivery performance against agreed SLAs and KPIs.
• Track service deployments and project timelines to ensure activities are completed successfully.
• Build and maintain positive relationships with customers and key stakeholders.
• Support and participate in customer service review meetings.
• Identify opportunities to improve processes, service quality and the overall customer experience.
• Maintain clear, proactive communication with customers and colleagues throughout the service delivery process.

Skills, Knowledge and Expertise

Essential Requirements

• Experience in a service delivery, customer service or coordination role.
• Excellent communication skills, both written and verbal.
• Strong organisational skills with the ability to manage multiple tasks and changing priorities.
• A proactive, customer-focused approach to problem-solving.
• Ability to build effective working relationships with customers, colleagues and suppliers.
• Confidence in managing customer queries and escalations professionally.
• Good IT skills, including Microsoft Office and Google Workspace.
• Ability to work independently, take ownership and contribute positively to a team.
• A flexible approach to working in a fast-paced environment.
• A commitment to continuous improvement and delivering high standards of service.

Desirable Experience

• Experience working within the telecommunications or Internet Service Provider (ISP) industry.
• Previous experience in a service delivery environment.
• Experience coordinating contractors or external suppliers.
• Knowledge of service level agreements (SLAs) and performance measures.

In return you will get...

• Enjoy your birthday off, a day off to move house, a £500 wedding bonus plus a day off, and a £500 baby bonus.
• Enjoy free monthly breakfasts and team socials across our locations, including our Manchester Northern Quarter office.
• Enjoy 25 days' annual leave plus bank holidays, with the option to purchase up to 5 additional days each year.
• Benefit from free private healthcare, with the option to add family members at a discounted rate.
• An additional day off at Christmas to help you prepare for the festivities or simply relax.
• A contributory pension scheme through salary sacrifice, alongside life assurance worth 4 times your basic salary.
• An additional paid day off dedicated entirely to your wellbeing. Whether it's a relaxing day at home, spending time outdoors or doing something you love, the choice is yours.