Service Center Operations & SLA Coordinator

IDEMIA Group; Chantilly (VA); On-site; USD 50,000 - 70,000; Full time

Job summary

IDEMIA Group is seeking a Customer Operations Specialist to serve as the main point of contact between the CRE and the Service Center. This role involves managing service center operations, overseeing inventory processes, ensuring SLA compliance, and facilitating customer-driven implementations while maintaining operational efficiency.

The ideal candidate should have strong knowledge of service center operations, effective communication skills, and experience with tools such as JIRA and Salesforce.

Qualifications

• Graduate or equivalent academic experience.
• Strong knowledge of service center operations and customer request handling.
• Experience in inventory management, production coordination and SLA monitoring.
• Ability to communicate effectively with internal teams and customers.

Responsibilities

• Coordinate customer requests and ensure execution.
• Manage inventory transactions and oversee service center operations.
• Track SLAs for service center tasks.
• Support date change management.
• Generate and send manual BAU reports to clients.
• Validate test Work Orders before implementation.

Skills

Service center operations knowledge

Inventory management

Production coordination

SLA monitoring

Effective communication

Problem-solving skills

Attention to detail

JIRA experience

Salesforce experience

D365 experience

Education

Graduate or equivalent academic experience

Job description

IDEMIA Group is seeking a Customer Operations Specialist to serve as the main point of contact between the CRE and the Service Center. This role involves managing service center operations, overseeing inventory processes, ensuring SLA compliance, and facilitating customer-driven implementations while maintaining operational efficiency.

The ideal candidate should have strong knowledge of service center operations, effective communication skills, and experience with tools such as JIRA and Salesforce.