Job Title: Service Delivery Coordinator
Job ID: 285216
Full/Part Time: Full-Time
Primary scope of the Dell dedicated Service Delivery Coordinator (SDC) is to work closely together with the daily operation, performing reporting and various PMO tasks such as the supervise the processing of open incidents and IMACs, handle on-going escalations and follow up all activities before problem is solved, support RCC and Field Management. SDC serves as an interface between Field Operation, RCC and the PMO.
- SLA Monitoring
Continual monitoring of open Incident and IMAC request SLAs, escalating to area Team Leader and Field management where necessary.
Internal communication with - Project Offices, Service Delivery Manager, Operation Manager, Escalations Manager, Customer Service Managers, RCC Management, Field Engineers, Call Reception Centre (CRC), Third parties, etc.
External communication with Client Dell and with Logistics companies
- Client process expert
Assisting schedulers, engineers, third parties with any enquiries relating to open Incidents / IMAC requests, logistics queries, and process related or operational queries
- Change Control and Escalation
In conjunction with schedulers, offering best solutions when first date of Incident or IMAC cannot be met. Coordinating alternative dates, handling cancellations and postponements and updating the database accordingly.
Finding solutions to all incidents / IMACs at risk by prioritizing the call types and by close working together with the Field Operations.
Assist PMO structure (Service Delivery Manager, Operation Manager, Escalations Manager, Account Manager) by the regular scrubbing of project specific reports and analysing results of KPI reports
- Request Management
Qualifying of IMAC request as they arrive in mailbox or in client ticketing system. Uploading of documents and information into the IMAC database or SharePoint. Processing updates, by ensuring the call has been given to the engineer.
Active participation in ongoing quality initiatives at the desired level, detailed on the UGSH Quality Portal by considering all relevant objectives, policies and procedures.
- Fluency in English and intermediate German language skil
- Proven ability to work under pressure
- Excellent interpersonal skills
- Strong organizational skills
- Good time management skills
- Excellent communication skills
- Good working knowledge of MS Word, Excel, Outlook, Access
- Excellent attention to detail
- Scheduling experience is an advantage
Job Specific Skills:
- Awareness of Service Level Agreements
- Technical Awareness
In return, we offer a competitive compensation package and the exciting opportunity to be part of a rapidly growing international company. Successful applicants can look forward to training and development possibilities, as well as challenging career prospects.
If you would like to join us, please register with your English CV via mail E-mail cím megjelenítése or on our website: Link megjelenítése and write the position's name into the subject field.