Service Delivery Coordinator

Dexian; Los Angeles (CA); On-site; USD 32,000 - 41,000; Full time

Benefits offered by this job

Generous time off

Health insurance

Dental insurance

Vision insurance

Job summary

Dexian has an immediate opportunity for a Service Delivery Coordinator to manage and track service requests for a premier aerospace customer. You will assign tasks, monitor SLAs, and ensure accurate data in ServiceNow while coordinating with engineering and business teams.

Ideal candidates have 3+ years in enterprise IT, hands-on ServiceNow and MS Office experience, and the ability to work under pressure in a fast-paced environment.

Qualifications

• 3+ years of experience in an Enterprise IT environment.
• Experience with ServiceNow and MS Office (Excel, Word, MS Project, Visio).
• A self-starter who 'owns' the task and learns and understands the client's needs in order to deliver top-notch service.
• Highly organized with excellent time-management skills.
• Bullet proof attention to detail.
• Ability to work in a professional environment and provide excellent customer service.
• Ability to maintain effective working relationships with supervisors and coworkers.
• Outstanding communication skills, enthusiasm, and ability to handle multiple tasks requirements.
• Ability to work in a high intensity, stressful environment.
• Ability to sit for long periods of time working on a computer while managing multiple applications simultaneously.

Responsibilities

• Assign, monitor and track service requests to meet SLAs.
• Coordinate administrative support operations to ensure high customer satisfaction.
• Be the primary focal point for issues associated with SLA activity and delivery of back-office functions.
• Work with both technical engineering teams as well as management and business professionals.
• Review, update and audit support tickets (ServiceNow) for data accuracy.
• Create and maintain large data sets utilizing database systems and Excel.
• Create service requests in ticketing system for installation, conversions, upgrades, special projects.
• Coordinate scheduling of employee relocation using a calendaring system.
• Support HR on/off-boarding activities related to equipment purchasing and account setups.
• Train other staff in workflow and processes across all projects and service areas.
• Implement service improvements to increase customer satisfaction.
• Supervise and ensure delivery of projects across the program to meet client expectations.
• Escalate issues to management with recommendations and adjustments needed for improved service delivery.
• Manage the relationship between end-user and IT technicians to ensure excellent client relations.
• Create various reports, as needed, for Program and special project work products.
• Perform other duties as deemed necessary by management to support our customer.

Skills

ServiceNow

MS Office

Customer service

Time management

Attention to detail

Communication skills

Team player

Security clearance

Problem solving

Education

Associate degree

Tools

MS Project

Visio

Excel

Job description

Dexian has an immediate opportunity available for a Service Delivery Coordinator to assign, monitor and track service requests for our premier aerospace customer.

The Service Delivery Coordinator will:

• Assign, monitor and track service requests to ensure Service Level Agreements (SLA's) are met or exceeded.
• Coordinate administrative support operations to ensure a high level of customer satisfaction.
• Be the primary focal point for issues associated with SLA activity and delivery of back-office functions.
• Work with both technical engineering teams as well as management and business professionals.

DUTIES AND RESPONSIBILITIES

• Review, Update and Audit support tickets (ServiceNow) for data accuracy.
• Create and maintain large sets of data utilizing database systems, online applications, Excel, etc.
• Create service requests in ticketing system for installation, conversions, upgrades, special projects.Coordinate the scheduling of employee relocation (moves) using a calendaring system.
• Support HR on/off-boarding activities related to equipment purchasing and account setups, etc.
• Train other staff members in workflow and processes across all projects and service areas.
• Implement service improvements to increase customer satisfaction.
• Supervise and ensure delivery of projects across the program to meet client expectations.
• Escalate issues to management with recommendations and adjustments needed for improved service delivery.
• Manage the relationship between end-user (customer) and IT technicians to ensure excellent client relations.
• Create various reports, as needed, for Program and special project work products.
• Perform other duties as deemed necessary by management to support our customer.

JOB SPECIFIC REQUIREMENTS AND SKILLS

• 3+ years of experience in an Enterprise level IT environment.
• Experience using ServiceNow and MS Office: Excel, Word, MS Project, VISIO.
• A self-starter who "owns" the task and learns and understands the client's needs in order to deliver top-notice service.
• Highly organized with excellent time-management skills.
• Bullet proof attention to detail.
• Ability to work in a professional environment and provide excellent customer service skills.
• Ability to maintain effective working relationships with supervisors and coworkers.
• Outstanding communication skills, enthusiasm, and ability to handle multiple tasks requirements.
• Ability to work in a high intensity, stressful environment.
• Ability to work alone or as a member of a team to meet SLA's set forth.
• Ability to sit for long periods of time working on a computer while managing multiple applications simultaneously.

This position requires an active Department of Defense security clearance at the SECRET level at time of hire or ability to obtain a security clearance. U.S. citizens ONLY are eligible for a security clearance and this position.

EDUCATION

• Associate's degree in business administration or other related course of study preferred. Continuing education is encouraged.

COMPENSATION

• Dexian reasonably expects to offer $23.00 - $30.00/hour for this position based on experience plus benefits to include generous time off, health, dental and vision insurance, etc.

LOCATION

• This is an on-site position in El Segundo, CA requiring core hours of 9am - 4pm PT.

QUALIFICATIONS

• Submit/Pass a 10-year background check, criminal history, drug screening, and fingerprints.
• Valid driver's license/Real-ID with clean driver 's history
• Demonstrated problem solving skills with ability to research, resolve and complete tasks within pre-determined deadlines and schedules.
• Able to process work quickly and accurately despite interruptions, changing timelines and priorities, on a regular basis.

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.