Service Delivery Coordinator - Aberdeen, United Kingdom - Absoft Ltd

Absoft Ltd

Verified Company

Aberdeen, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job title:
Service Delivery Coordinator

Employment:
Permanent

Location:
UK Based / Hybrid

Salary:
Excellent basic salary. Additional benefits include Private healthcare, Health Cash Plan, Group Income Protection, Critical Illness Cover, Life Assurance, Access to Perkbox Platform, Cycle to Work Scheme

A bit about us

Absoft, a Silver SAP Partner with over 30 years' SAP experience, are looking for a Service Delivery Coordinator with a passion for service delivery and customer management to join our busy support team in a newly created role, driven from our continued growth.

We are an independent UK-based consultancy with a people-centric and collaborative culture focused on employee well-being, learning and development and creating an excellent place for our people to work.

We provide wall-to-wall SAP advisory, implementation, development and support services.

Our mission is to deliver business process solutions of enduring value to our customers, through a combination of technical expertise, best practice and innovation.

A bit about the role

As a Service Delivery Coordinator, you will play a key part in the smooth and efficient delivery of Absoft's SAP Support Services, working with both existing and new customers, who trust us to ensure that their SAP systems are running smoothly.

Reporting to the Support Centre Manager and liaising with our dedicated team of support consultants, the Service Delivery Coordinator will be responsible for service excellence across a range of varied clients.

What we want from you

You will have a strong background in client facing customer engagement roles
An understanding of SLA's is essential
You will have a firm grasp of PowerPoint and Excel
Experience in an IT administration environment would be desirable
Service desk experience is preferable
Some exposure to SAP is desirable
ITIL knowledge preferable
Experience of producing customer facing reports and dashboards preferable

You will also be able to demonstrate excellent interpersonal and communication skills, both orally and in writing, - plus possess strong influencing skills at all organisation levels, in addition to a 'can do' attitude that supports collaborative working both internally and externally with clients.

Your day-to-day
Key performance areas for the Service Delivery Coordinator include:

Service Management:

Works with the wider support team to coordinate the response to client tickets in line with agreed priorities and service level agreements (SLAs)
Ensures the effective administration of the Absoft support desk service delivery system
Incorporate new clients to the Absoft support service, through the Absoft transition process
Monitors customer SLA's and support metrics and takes action to improve
Ensures the generation of daily, weekly and monthly support services statistics
Ensures the effective monitoring and utilisation of customer portals
Owns the Absoft support documentation library
Maintains client service catalogues

Customer Service

Build and maintain supportive and positive client relationships acting as the focal point of contact with clients in regard to the delivery of our Support service
Lead regular remote and face to face service reviews with clients to ensure continued understanding of their issues, promote their understanding of our service and work to improve our delivery to them.
Responsible for ensuring the generation and distribution of customer reports
Acts as customer focal point and escalates to Support Centre Manager where necessary

Job Types:
Full-time, Permanent

Benefits: