Service Delivery Coordinator

About Datacom

With over 6,200 people, and centre’s of technical excellence spread across Australasia, Datacom is committed to developing and growing its capability across Asia. Founded in 1965 in New Zealand, and with over 2 decades of operating in Malaysia and the Philippines, Datacom has experienced expediential growth. Through all this, Datacom has maintained high levels of profitability with a track record of delivering innovative, cost effective digital and technology solutions, all delivered by dynamic teams spread across various locations. Our people are the best in their fields – smart, passionate, and dedicated to providing exceptional IT services to our customers. This makes for a rewarding and fast-paced place to work.

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role (Your Why)

Our Service Delivery team is part of the business where you can influence internally within our delivery teams and work closely with the customer to meet their business requirements. You can be proactive, innovative and look at ways to improve people’s lives through technology.

As Service Delivery Coordinator, you will play a key part in ensuring that all contracted services are delivered to clients in accordance with contracts. The Service Delivery Coordinator provides a single point of contact for customers in relation to the provision of contracted services and is responsible for aligning the customers’ requirements and expectations with Datacom’s service levels. You will support customers end to end, as well as work in conjunction with the Service Delivery Managers to provide support for Datacom’s larger customer base.

What You’ll Do

As a Service Delivery Coordinator you will be focused on :

• Customer relationship management and customer satisfaction
• Builds long-standing robust customer relationships and ensures these are carefully managed throughout all aspects of service delivery.
• Develops a sound understanding of the customer’s business and how the contracted services meet their needs.
• Contract and commercial management
• Ensure that all members of the Datacom teams clearly understand their responsibilities in the context of the scope of services that are to be provided under the contract.
• Identify, log and escalate any potential Datacom risks in being able to meet the obligations in the contract.
• Drive continuous improvements with the Customer and their operational touch points, and within Datacom to achieve improvements to delivery, identifying opportunities where possible.
• Ensure that the customer contract remains current, against known projects and change; and work with the appropriate account team member to ensure timely renewals.
• Operational Service Delivery Governance
• Monitors and tracks delivery of services against contracted Service Level Agreements (SLAs) and other obligations.
• Collaborates with the Lines of Business (LoB) to develop corrective action plans to address trends / non conformance to SLAs and other contract obligations.
• Operates between the Customer and Operational Teams to ensure that expectations are set and fully understood.
• Acts as an escalation point of contact to address internal and external (Customer) escalations and address them in a timely and appropriate manner.
• Be accountable for measuring and reporting on the delivery of our contractual commitments and work within the Datacom teams to provide the expected outcomes.
• Monitor aged ticket volumes and escalate as required.
• Responsibility for the completion of the NAF (SLA exemption) process.
• Maintains a risk register and regular updates to mitigate those identified risks.
• Reporting
• Ensures contractual customer reports are delivered on time, as per the agreed contract, detailing performance against service levels and contract obligations
• Provides input to ensure that operational reporting measures the required outcome.
• Identifies lead and lagging indicators through reporting to identify changes in performance.
• Provides quality assurance to ensure integrity of data and reporting is maintained
• Maintains accurate records of meeting minutes, attendance and actions
• Ensures all reporting, minutes and actions are stored in agreed areas.
• Financial management
• Ensure month end billing processes are completed on time with accuracy.

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.

Requirements

What You’ll Bring

We are looking for someone with approximately 1 year of IT experience, preferably from within an IT managed services environment. You’ll be passionate about customer experience, be organised, and understand service delivery and SLA conformance.

Ideally you’ll have a good grasp of service management methodologies including ITIL, along with a sound understanding of technical concepts and frameworks. You will have excellent verbal and written communication and your customer relationship building and management skills will be second to none. Project management experience or exposure would be a huge advantage.

Benefits

Our office is at BGC Taguig and we have hybrid work setup(Twice a week) and a flexible work schedule and we promote Work-Life balance, and an APAC focus means no graveyard shifts!

We also provide exciting perks such as spotter fees, HMO with Free 4 Dependents, Leave credits, Performance bonuses, and a work-life balance environment

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.