Service Delivery Coordinator

ITC Service Ltd

Hebburn

Hybrid

GBP 30,000 - 40,000

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Benefits offered by this job

Flexible to work from home

Health care with optical and dental cashback

Funded team quarterly social events

Life Insurance

Cycle to work scheme

Employee Assistance Programme (EAP)

Job summary

A technology services provider in the UK seeks a Service Delivery Coordinator to ensure high-quality service delivery and client satisfaction. The successful candidate will monitor performance metrics, collaborate with teams for seamless service, and implement process improvements. Candidates with IT literacy and relevant certifications are encouraged to apply for this hybrid role, which offers a supportive culture and various perks.

Qualifications

Ability to keep up with & adapt to the fast-paced IT world.
Experience using a ticketing system or PSA software is a plus.
Experience working for a Managed Service Provider (MSP) or IT support business.

Responsibilities

Monitor performance metrics to develop and improve service delivery.
Use KPIs & statistics to improve overall service desk performance.
Cover dispatch/escalations for Service Desk Coordinator as required.

Skills

Exceptional communication skills

IT Literacy

Ability to adapt to fast-paced IT environments

Education

Professional IT certifications (e.g., Microsoft MCP, ITIL)

Tools

Ticketing system

Microsoft 365

Job description

The Service Delivery Coordinator is responsible for monitoring the delivery of high-quality services to our clients, ensuring customer satisfaction and optimal effective use of our resources.

This role involves maintaining client satisfaction, an efficient service desk and continuously improving processes to meet service standards and SLA’s.

The Service Delivery Coordinator will work closely with all teams to ensure seamless service delivery and continuous improvement of processes and procedures.

RESPONSIBILITIES & TASKS

SERVICE DELIVERY

Monitor performance metrics to develop and improve service delivery
Identify areas for improvement in service delivery processes and implement changes as needed
Monitoring and development of existing software and portals within the service desk
Contribute to the streamlining of operational procedures
Identify and challenge organizational processes and look to adapt those that are unnecessarily complicated
Analyse service delivery processes and identify opportunities for optimisation and efficiency
Collaborate with all teams to align service delivery processes with company objectives

SERVICE PERFORMANCE MONITORING

Use KPI’s & statistics to improve overall service desk performance
Identifying and implementing training or upskilling for team members
Coaching and mentoring staff
Feeding back stats to Service Desk Team Leader and Service Desk Manager for staff reviews
Guide teams through the implementation of new processes

ADDITIONAL DUTIES

Covering dispatch/escalations for Service Desk Coodinator/ Service Desk Team Leader as required

SKILLS AND ATTRIBUTES

DESIRED

Exceptional communications skills, founded in being a good listener
IT Literate – basic to medium user level
Be willing to complete relevant training
The ability to keep up with & adapt to the fast-paced IT world

NICE TO HAVE

Experience using a ticketing system / RMM tool and PSA software
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.

PERKS