Service Delivery Coordinator

Key responsibilities: • Ensures the administration of client complaints being managed by the service delivery team. • Supports the management all updates for contracted accounts within the team s portfolio and facilitate and ensure the timely implementation of standard changes within client accounts. • Ensures the achievement of all deliverables using best practices against agreed service level agreements and key performance indicators. • Supports the service delivery team by obtaining the right information to satisfy client requirements. • Coordinates meetings with clients, vendors, and other internal/external stakeholders. • Collates management information needed to update and produce client service reports and internal reports. • Assists with the completion of incident reports, meeting notes and other client communication as required and approved by the relevant stakeholder(s). • Maintains the accuracy of operations and/or procedure manuals and schedules and facilitates annual reviews of all manuals for the team. • Publishes updates of operations and/or procedure manuals to stakeholders using release management communication channels. • Assists with day-to-day filing, portal management and maintenance of client records, working with the Legal team to ensure that client contracts are maintained in document management systems. • Engages with service delivery groups to ensure the seamless delivery of procedures. • Adheres to governance procedures for all non-standard procedure establishment requests and co-ordinate the process or work instructions within release management procedures. • Identifies and implements process improvements to ensure optimal delivery engagement and advise the relevant stakeholders accordingly. • Performs any other related task as required. To thrive in this role, you need to have: • Ability to adapt to different requirements/scenarios. • Displays a high level of attention to detail and has a proactive approach to work. • Reliable with the ability to produce a high quality of work. • Good written and verbal communication skills. • Ability to build effective working relationships with a variety of stakeholders. • Ability to work well within a team environment. • Strong orientation towards ensuring client satisfaction and service delivery. • Ability to multi-task in order to achieve desired outcomes. • Developing ability to think critically and creatively, as well as the ability to work independently and as part of a team. • Strong organizational and time management skills. • Developing proficiency in Microsoft Office Suite. Academic qualifications and certifications: • Relevant high school diploma in addition to vocational training. • Working towards completion of an ITIL certification preferred. Required experience: • Demonstrated experienced gained within a similar role. • Demonstrated experience in a customer service or administrative role.