Service Delivery Coordinator

3 days ago

noida, India HCLTech Full time

Major Responsibilities


Contract Management

Manage effective communications with internal and external customers.

  • Effective, efficient resolution of problems/issues, leveraging internal resources.
  • Timely and prompt response and resolution to problems/issues.
  • Works in close partnership with sales and delivery partners to support reporting requirements within the sales/delivery operations.
  • Know and understand service offerings for accounts within scope.
  • Work with external service partners and consumables suppliers to support client deliverables, and to remediate any issues in the delivery process.
  • Provide necessary support for contract change management.
  • Ensures effective shared mailbox management.
  • Management of emails, phone calls to be done professionally and timely.
  • Actively contributes to team focused on ensuring complex office environments and business processes are running smoothly.
  • Share ideas, helps solve problems, and provide recommendations so that the account teams can drive performance. The BSS will document actions, communicate status and acknowledge those items brought to closure.
  • Drive standardization and consistency across their account engagements & foster process improvement opportunities.
  • Support QBR/CCM process in preparation for the client. Support custom client reporting if included in SOW.


Liaise between customer and X- Supply Chain and logistics teams.


  • Maintain a positive work atmosphere by acting and communicating in a manner that promotes cooperation with customers, collaborators, vendors, co-workers, and management.
  • Have a clear understanding of delivery SOP
  • Support the account team to attain the expected revenue and margin performance of aligned accounts through deliverables.
  • Develop custom client reporting based on defined account strategy.
  • Keep a constant process improvement mindset
  • Analyze existing processes and tools, with the goal of identifying gaps and opportunities for improvement
  • Ensure that internal and client-facing implementation-related documentation is complete and current
  • Ensure continuous learning with regards to new products and enhancements, and their account integration
  • Constantly work with multifunctional teams


Asset Management

  • Provide asset management support through the ownership and management of different systems.
  • Document actions, communicate status and acknowledge those items brought to closure.
  • Become a subject matter expert on reporting, process, and technology capabilities.
  • Accurate fleet data analysis and reporting delivered at required timelines.
  • Accountable for the integrity of the asset database(s).
  • Support all EPS/MPS Technology requirements i.e.: MAS ticket, Client ticketing system (Service now etc.), Equitrac and other accounting software. Analysis of DRA’s etc.
  • Support equipment asset management within the account.
  • Support business to enable achievement of SLAs and financial targets.
  • Provide support for technical deliverables
  • Provide input/data and advise SDM’s on device usage, unused devices, stored devices and other opportunities to improve device utilization.
  • Identify opportunities to increase effectiveness of meter and alert detection systems and identify networked devices that are not communicating properly.
  • Review/analyze reporting results and ensure reporting reflects actual machine performance, MACD activities, SLA performance and volume usage.
  • Be a subject matter expert on reporting, process, and technology capabilities
  • Device management within tool suite for nominated accounts (proactive database maintenance, system updates, MACDs, connectivity management, etc.).
  • Provide account team with SLA reporting, dashboards, retention data, volume trends, fleet metrics, meters, incidents, and device performance from XOS tools / XSM / XRM and other sources.


Interested candidate can share there resume in a below email address


Only immediate joiner can apply


Contact Person: - Priyanka Shastri

Email Address: - Priyanka.shastri@hcltech.com

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