Service Delivery Coordinator

3 weeks ago

Auckland, New Zealand Atturra Limited Full time

Location: 6000, Western Australia, AU, 6000 Why is this an exciting opportunity? Atturra is one of Australia's fastest growing ASX-listed advisory and IT solutions companies. The Managed Services area of Atturra's business offers leading Hybrid IT, Private Cloud and Connectivity services, and the team have decades of experience in the industry. This experience coupled with our people, makes us one of the most complete and leading "as a service" providers in the market. With over 900 employees working across Australia, New Zealand, Singapore and Hong Kong, Atturra works on some of the highest profile projects in Australia. The depth, breadth and scope of our projects means you are continually developing your skillset and the value you can deliver. These are projects that are making a real difference in people's lives. What our people say: "We are working towards a very bright future." "It's a company with vision and a promising future." The transformation you'll experience At Atturra you'll be working on some of the highest profile transformation and technology projects in Australia. The depth, breadth and scope of our projects means you are continually developing your skillset and the value you can deliver. These are projects that are making a real difference in people's lives, allowing you to build the future, together. Why you'll love working here Culture of possibility At Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, hard work and dedication. A strong set of company values Our culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for. Valuable employee benefits Employee benefits, recognition, and wellbeing platform Career growth via succession planning, internal promotions, and mentorship opportunities Ongoing investment in professional development through industry certifications and study assistance Mental health support through our Employee Assistance Program Support for family and caring responsibilities, including paid parental leave. Employee referral program, with monetary incentives offered. What you'll be doing The role plays a crucial role in ensuring the smooth delivery of IT services to stakeholders and clients. This role involves coordinating with various IT teams, managing service requests, and maintaining service level agreements (SLAs). The coordinator ensures that IT services are delivered promptly, efficiently, and align with the business' strategic objectives. Service Management: Oversee the end-to-end delivery of IT services and ensure they meet or exceed SLAs. Coordinate and manage service requests, incidents, and changes through the IT service management tool. Track and monitor service delivery metrics and performance indicators. Incident and Problem Management: Serve as the primary point of contact for incident escalations and resolution. Facilitate problem management processes, including root cause analysis and preventive measures. Coordinate with technical teams to ensure timely resolution of incidents and problems. Change and Release Management: Manage and coordinate IT change requests to minimize impact on operations. Ensure that changes are implemented in a controlled and compliant manner. Support release management activities, including scheduling and communication. Client and Stakeholder Engagement: Maintain strong relationships with clients and stakeholders to understand their IT service needs. Communicate service performance, issues, and improvement plans effectively. Gather feedback to improve service delivery and customer satisfaction. Service Improvement: Identify areas for improvement in IT service delivery and propose solutions. Collaborate with IT teams to implement process improvements and best practices. Participate in service review meetings and contribute to continuous service improvement initiatives. Reporting and Documentation: Generate and maintain accurate service delivery reports and dashboards. Document processes, procedures, and guidelines related to service delivery. Ensure compliance with IT policies, procedures, and standards. What will make you successful in this role? Excellent customer service and relationship management skills. Strong understanding of IT service management (ITSM) frameworks and methodologies. Ability to analyze data and generate insights to drive service improvements. Proactive attitude with a focus on continuous improvement. Team player with the ability to collaborate across various IT teams and departments. Education: Bachelor's degree in Information Technology, Computer Science, or equivalent in experience Experience: 2-4 years of experience in IT service management, IT support, or a related role. Certifications: ITIL Foundation Certification or similar IT service management certifications preferred. Technical Skills: Knowledge of IT service management tools (e.g., ServiceNow, Jira), incident management, and change management processes. Soft Skills: Strong communication, organizational, and problem-solving skills. Ability to work under pressure and manage multiple tasks simultaneously. Proven high level communication skills, including the provision of expert advice on ICT issues of a critical and complex nature. Proven ability to work under pressure, meet deadlines and prioritise workloads. Working Conditions: Permanent full time Based in Perth How to apply Atturra is committed to addressing the digital skills gap and advocating for diversity and inclusion. We encourage applications from all individuals, regardless of Veteran or service status, gender, LGBTQI+ identity, ethnicity, religion, physical ability, or age. #J-18808-Ljbffr

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