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Service Delivery Coordinator
Salary: Up to 35k + excellent benefits (travel allowance, bonus scheme, pension, health insurance)
Location: London, Tower Hill
Job Type: Permanent/ Full Time (office based)
Starting Date: asap
THE COMPANY
The Company is the pioneering data centre colocation provider, an owner operator of Tier III data centres, connectivity and managed ICT solutions to over 2000 market leading corporations around the world. In the UK their Docklands data centre campus facilitates the majority of the London Internet Exchange’s (LINX) capacity, meaning that they support a huge proportion of all UK internet traffic, making their Docklands campus a globally important internet hub.
JOB OVERVIEW
To support Service Delivery team in providing timely and efficient customer service to ensure highest level of customer satisfaction (CX).
To provide support in all administrative aspects of stock control, asset auditing, database management, coordination of job handovers and terminations
This role is to closely cooperate with Civils and Installation manager and other stakeholders to oversee the asset flow and accuracy of the database records.
Key responsibilities:
- To maintain, update and oversee Customer Installations team records, databases and systems, foster communication flows and ensure correct data is being submitted for system input
- To assist Stock supervisor with cabling material stock check and audit ensuring the outcomes are properly recorded and checked against the order delivery record.
- To liaise with suppliers and coordinate with relevant departments to book and track incoming deliveries.
- To support and coordinate delivery intakes to correct locations in the absence of Stock supervisor
- To assist Civils and Installations Manager with work order handovers, recording and providing necessary comments on the CRM system accordingly
- To support Service Delivery team with ad hoc administrative duties
- To maintain the training and competency Matrix for the Cabling Team
Supplier management
In cooperation with Stock Supervisor
- Processing Purchase orders on Coupa system based on quotations raised by team members, oversee the approval workflow, check the spend against the budget and keep the track on the departmental Capex/Opex database
- To carry out market research and price comparison to ensure cost effectiveness
- To coordinate supplier meetings, creating meeting agenda, taking minutes and capturing actions points. Ensuring the information is distributed and follower up on accordingly.
- To maintain the stock for uniforms and PPEs for the Cabling teams, plan and order according to the forecasted needs.
- To act as a first point of contact for Service Desk Tickets raised by Cabling Team
Provide support to the Terminations Team
- To provide support to Civils and Installations Manager in maintaining the cease database, cross-connects status checks using Agiloft, PowerBI systems, cross-connect deactivation recorded in Salesforce, management of ad hoc cease requests, match and print the existing archived documentation for particular orders for the cease team
- Liaising with customers to arrange access and send notifications for future ceases.
- To take minutes for the Ceases Team meetings, summarising and tracking action points
- To provide support in administration of Termination and Reduction of Footprint queue. Liaising with relevant stakeholders and departments for input and clearance of the queue.
Essential requirements:
- Educated to GCSE level. 5 passes including English.
- Some experience of business procedures including reporting and purchasing.
- Computer literate.
- Good knowledge of MS Word and MS Excel (as a minimum)
- Previous hands-on experience with CRM systems
- Excellent numerical skills
- Outstanding attention to details
- Ability to work accurately and logically, always proactively looking to improve processes where possible
- Good inter-personal and communication skills.
- Well organised, able to prioritise tasks and work under pressure
- Patient and focussed approach to work, ability to work with large amounts of technical data
- Team-worker willing to cooperate to deliver best customer service
