Graduate Service Delivery Coordinator

4 months ago

Wellington City, New Zealand Datacom Full time

Our purpose
Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.
About the Role
We are on the lookout for a superstar ready to take on an exciting and challenging role
The Service Delivery Coordinator is responsible for working with customers and multiple teams within Datacom to provide analytical and specialised administrative support an optimise the delivery of contracted managed services.
What you'll do
The Service Delivery Coordinator is responsible for (but not limited to):
Operational activities.
Having knowledge of all contracted services being delivered to your customers.
Monitoring ticket volumes and aged tickets.
Monitoring SLA adherence and escalate continual breaches.
Notifying underperforming delivery teams (in relationship to agreed operational process RACIs) of their agreed responsibilities, escalating where needed.
Running the P1 Register and ensuring actions are completed.
Having knowledge of the customers major incident management processes.
Reporting and Administration.
Extracting reports for final review/completion for SDM.
Reporting on customer satisfaction results and any trending of note.
Undertaking administration activities where appropriate.
Completing meeting minutes within contractual timeframes.
Customer Focus.
Identifying opportunities to improve the customers’ experience.
Being an escalation point when SDM is unavailable.
Working with delivery teams on ticket escalations to achieve the outcome for the customer.
Relationship Management.
Building strong and long-term relationships with delivery teams and their team leaders.
Being active within the virtual team ensuring its success.
Building strong relationships with multiple touchpoints within our customers organisation.
Service Improvement.
Assisting the SDM as appropriate with activities within the SIP.
Assisting with engagement of virtual teams to complete improvement activities.
Identifying any improvement opportunities for your customers.
Takes reasonable care that their actions (or inactions) do not harm the Health and Safety of self or others.
Reports all incidents, hazards or unsafe work practices as per Datacom policy.

What you'll bring
- A highly organised and capable Graduate, who can work in a fast-paced environment, multi-tasking deliverables with varying levels of priority.
- A Self-starter that looks for ways to improve the process and take initiative.
- Customer service, issue resolution.
- Process and service management.
- Organisation and prioritisation skills.
- Excellent communication skills, both written and verbal.
- Attention to detail and high standards of quality.
- Effective presentation skills with the ability to convey technical information across various levels.

Why Datacom
Datacom is ones of Australia & New Zealand's largest suppliers of Information Technology professional services. As an ANZ company, 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.
At Datacom you'll be recognised and valued for your contributions. We're growing year on year and can provide stability, career opportunity and a collegial, agile, flat-structured environment that empowers people and promotes autonomy. We care about our people and provide a range of perks such as social events, chill-out spaces, a gaming zone, remote working, flexi-hours, professional development courses and health insurance to name a few. We operate at the leading edge of technology to help ANZ’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

**Benefits**:
Employee's at Datacom have access to a range of benefits including;
- Datacare: Our Employee Assistance Program Program enables our people and their immediate family to access confidential coaching and support services with qualified professionals.
- Health & Lifestyle: Everything from discounted gym memberships to flu shots, health assessments and discounted insurances.
- Finance & Super: These benefits include banking offers, superannuation packages, and financial support schemes.
- Discounts galore: Employees have access to a range from special offers and discounts from Car purchasing and travel to Tech equipment.

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