Professional 1 Service Delivery Coordinator

**Function description**

SIAM request fulfilment facilitates In-Scope Requests’ progress through their lifecycle and are fulfilled by applicable Service Providers consistently and according to existing service level targets.
The SIAM Service Catalog provides a comprehensive collection of all In-Scope Services

**SIAM provider responsibilities**

Work with Customer to maintain a single aggregated SIAM Service Catalog listing all In-Scope Services with service descriptions provided by the Service Providers:
Assist Customer with establishing rules on how Customer’s end users obtain In-Scope Services;
Work with Customer to determine access rights for Customer’s end users and provide access as agreed;
Define SIAM Service Catalog content that describes the amount of and types of information to be used in the In-Scope Services’ descriptions;
Provide Service Providers with templates and guidance on how to create service descriptions for their respective In-Scope Services to be used in the SIAM Service Catalog; and
Receive service descriptions from Service Providers.
Maintain the SIAM Service Catalog using service descriptions received from Service Providers.
Align the SIAM Service Catalog to the way the In-Scope Services are fulfilled and consumed.
Provide information on how to obtain additional information about SIAM Service Catalog items that are not part of the SIAM Service Catalog.
Maintain the SIAM Service Catalog to provide up-to-date and accurate information to Customer regarding the In-Scope Services.
Receive updated service descriptions or ordering information from Service Providers and update the SIAM Service Catalog accordingly.
Periodically review the SIAM Service Catalog content to identify issues and/or recommendations as appropriate.

Monitor and coordinate In-Scope Requests across the Service Providers.
Work with Service Providers when engaged by Customer or the Service Provider(s), to resolve disputes and/or delays where hand-over is required or cross-Service Provider dependencies exist.
Coordinate Bundled In-Scope Requests across Service Providers.
Follow-up or escalate individual working orders and tasks with their respective Service Providers, as required.
Act on In-Scope Request escalations.

**Role description**

Responsible for the maintenance (in conjunction with other Provider and client organizations) of comprehensive, cost-effective and deliverable end-to-end global Request Management solution which meet the need of Client. After implementation, primary interface between Provider, Client and third parties for the Request Management process. Remain aware of performance and support issues, and essentially manage the relationship with all involved parties. Ensure services are being delivered to Client in line with service level agreements

**Operational & Functional responsibilities**

Responsible for the end-to-end coordination of request resolution and fulfillment, independent from the involved party and based on local business hours
Ensure that the complete process chain is followed by Client or the 3rd parties based on the global process definition,
The Service Request Manager will be responsible for changes and request updates to support the asset and license tracking
Responsible to drive and run the escalation management process if Client or 3rd party does not complete the fulfillment with direct contact to the regional and local Client or 3rd party contacts.
Responsible for the regular weekly and monthly reporting on the complete process chain showing a deep analysis on process gaps and service improvement actions.
Responsible to drive the service improvement activities with the local and regional Client or 3rd parties.
Reports at least grouped per product, service request type, region, country, involved parties
Meet all Service Levels, deliverables and contractual commitments for the respective service consistently
Provide pro-actively improvement plans for service elements which are not meeting agreed service performance or operating costs
Interfaces with Client as defined in the Governance model
Pro-actively identifies service improvement or cost reduction opportunities for all services with emphasis of the respective centrally delivered services
Service Request Manager is ensuring all Requests according to a service will be processed working in permanent collaboration with the respective delivery teams and all parties involved
Initiator of the process, accountable for defining the process strategic goals and allocating all required process resources
Manager of the entire process, responsible for its effectiveness and efficiency

Skills & Experience

Excellent communication skills, both oral and in writing, in English
Solid organizational and time-management skills
Self starting, self motivating, self learning work approach
Ability to work with mínimal supervision and affinity for team-based action planning;
Ability to coordinate multiple, dissimilar activities simultaneo