Service Delivery Coordinator

Service Delivery Coordinator

Role Summary:
The Service Delivery team is composed of skilled individuals responsible for a range of disciplines. These include Customer/Vendor Communication, coordination of work activities, service delivery and follow-up of delivery progress. Customer/vendor Communication with efficient and timely coordination of activities across all teams is vital to ensure customers/project managers receive the highest quality of service delivery.

Internal Departments they will interact with:
Field teams, Provisioning engineers, Billing, Accounts, NOC and Project Management teams.

Key interface points are the Vendors, the customers, the Project Management teams, Field engineering teams and Provisioning engineers

Main Responsibilities:
The Service Delivery Coordinator will be responsible for delivering orders and ensuring services are delivered on time and to the specified quality. Validating and submitting orders to various telecom vendors across the globe.

The role will require matrix managing third party resources (internal & contracted).

Main Duties:
Responsible for all deliveries assigned to him/her

Manage third party resource (internal & contracted), ensuring that the customers’ orders are delivered on time and to the specified quality and customer requirements

Communicate regularly with the Project managers, customers by providing them with clear and regular updates during the whole of the delivery life-cycle

Escalate to his/her Line Manager as well as the Delivery Management team when needed (delivery at risk, customer complaint, etc.)

Provide support and advice to other members of the Delivery Team

Ordering and tracking of specific delivery requirements

Communicate with multiple vendors to provision and activate services.

Co-ordination for service delivery related tasks and activities in support of GTT customer orders

Able to work all service types or brands

Meet Productivity and Quality standards

Efficiently handle Projects and/or Escalations

2+ years experience in Telecommunications with a knowledge of the European/USA telecom markets.

2+ years of experience as Service Delivery Coordinator

Technical qualification in an IT or Engineering discipline an advantage.

Strong Customer and Vendor Communication skills.

Proactive in nature, works to identify ways to continually improve efficiency and results.

Anticipates and analyses problems clearly and determines appropriate solution or alternatives.

Proficient in the use of MS Word, Excel, PowerPoint, MS Visio.

Essential Criteria:
Hands-on Delivery experience

Ability to clearly document dependencies and priorities

Ability to gather, screen and interpret a wide variety of detailed information yet remain focused on the ‘big picture’

Strong flexibility & ability to perform effectively within changing environments

Personal focus on continuous improvement and innovation.

Desirable Criteria:
Excellent communication and presentation skills with very good written and oral skills in English

Ability to present ideas and facts in a convincing way, gaining commitment and support

Qualifications/Courses:
High school diploma or general education degree (GED) required; Bachelor’s Degree preferred (if telecommunincation specific its an advantage)”

Hours/Travel/Shift:
The standard working week (Monday to Friday) for full-time employees is 40 hours per week. For example, 8 working hours per day excluding 1 hour for lunch on a working day and any applicable breaks as set.

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