Service Delivery Coordinator

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive.

**Your day at NTT DATA**

The Service Delivery Coordinator is a senior administrator, required to work closely with the Service Delivery team and assist with ensuring adherence to processes within the client environment and the maintenance of a high degree of client satisfaction across all assignments.

This role contributes to the coordination of general administrative tasks, as well as interfacing with external stakeholders and / or clients.

The Service Delivery Coordinator demonstrates an understanding of the Service Delivery environment and stakeholder interests.

**What you'll be doing**

**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.

**Knowledge and Attributes**:

- 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.

**Workplace type**:
Hybrid Working

**About NTT DATA**

**Equal Opportunity Employer