Service Delivery Co-ordinator

SUMMARY:
Service Delivery Co-ordinator

POSITION INFO:

JOB OVERVIEW 

The Service Delivery Co-ordinator plays a dual role in supporting exceptional client service while ensuring the structured delivery of projects. You will maintain strong relationships with clients, manage service quality, and coordinate project delivery processes.

KEY DELIVERABLES 

Relationship and Service Excellence 

· Maintain and enhance relationships with Service Delivery Managers and their clients.

· Provide a Supporting function to the Service Delivery Managers.

· Accountable for ensuring that a culture of service management excellence is developed and maintained by the delivery team.

· Maintain and enhance relationships with the BCT Service Support Teams.

Service Monitoring and Coordination

• Monitor WhatsApp groups, emails, and Halo to remain current with service issues.

• Log and follow up on support tickets, ensuring resolutions meet required standards.

• Escalate recurring or unresolved issues to the relevant manager or technical lead.

• Schedule and facilitate Service Level Review meetings with both the Service Delivery Managers and Business Unit managers.

Reporting and Performance Insights

• Build and maintain reporting dashboards that support SLA and KPI measurement for the Service Delivery Management Team.

• Analyse service trends to for the Service Delivery Managers Monthly Service Review Reports and identify risks, improvement opportunities, and client feedback themes (CSAT).

• Assist in the preparation of Weekly Operational reports. • Bring Key issues and applicable recommendations identified to the Service Delivery Managers who will address with the Business Unit managers or the client.

• Work with the Halo or Service Desk team to produce customized reports where requested by the Service Delivery Manager or Client.

Documentation and Compliance 

• Record meeting minutes, manage follow-ups, and ensure documentation is complete.

• Perform defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.

• Track performance to contracted service level agreements and to take corrective action where needed.

• Review and revise Service Levels when additional or changed Services require alterations to the agreed Service Levels in accordance with the Contract Change Control Process.

• Ensure that the HALO is configured appropriately for the measurement of Service Levels related to Incidents, Problems, Requests and Change Enablement.

JOB REQUIREMENTS

• Record meeting minutes, manage follow-ups, and ensure documentation is complete.

• Perform defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.

• Track performance to contracted service level agreements and to take corrective action where needed.

• Review and revise Service Levels when additional or changed Services require alterations to the agreed Service Levels in accordance with the Contract Change Control Process.

• Ensure that the HALO is configured appropriately for the measurement of Service Levels related to Incidents, Problems, Requests and Change Enablement.

These responsibilities are not exhaustive. In this dynamic role as a Service Delivery Co-ordinator, you may be required to perform ad-hoc tasks and adapt to evolving challenges as they arise, ensuring that our clients receive the best possible service and solutions tailored to their unique needs. Your versatility and readiness to address diverse demands are integral to achieving success in this role.