Service Delivery Coordinator

Individuals in this role work closely with the sales team and the sales engineer(s), as well as Network Operations, to ensure that the customer’s expectations towards actualization of services are met.

Duties and responsibilities fall into the 4 main categories of Customer Facing; System Interaction and Order Management; Vendor Management; and Accountability.

Customer Facing

• Single Point of Contact – Manages, plans and directs the overall order and service related activities for the company’s customer service function to ensure all expectations and intervals are met.
• Sets the customers’ expectations and establishes timelines in regards to milestones and installation of services.
• Handles all customer questions, concerns and escalations.
• Provides Firm Order Commitments on each order for customer to manage our interval progress. Owns relationship building with the customer.
• Works with customers to meet Service Level Agreements (SLAs).

System Interaction - Order Management

• Implementation of the appropriate provisioning plans.
• Information management & document issuance – including Data Integrity.
• Establishes and maintains expectations/deadlines.
• Ensures proper MRC and NRC are billing at circuit activation.
• Maintains and updates documentation for standardization.
• Manages internal resources (tangible and intangible) to meet deadlines.

Vendor Management

• Manages escalations against vendors when dates are slipped or are in jeopardy.
• Coordinates vendor meets and testing activities.
• Tracks orders and provide status to staff and outside vendors/carriers.
• Manages data integrity functions with regards to vendor information.

Accountability

• Meeting Commitments - Responsible for on time deliverables and meeting the FOC.
• Professional Relationships - Managing vendor and customer relationships.
• Project Management - Keeping all timelines on track, managing internal and external projects.
• Data Integrity - Updating all systems to reflect correct data.
• Work Ethic - Integrity, respect, honor, personal responsibility and honesty in all dealings; internal and external to the company.
• Development - Seeks ongoing training in service delivery trends and new service offerings.

High school diploma or equivalent required. Four years related college, trade school, or two years job-related experience in customer or technical service field preferred.

• Willingness to assume ownership and responsibility.
• Must be pro-active and very responsive to customer needs.
• Be a quick learner.
• Possess strong sense of self-motivation.
• Maintain strong analytical and problem-solving skills.
• Proven ability to work in a fast paced, time critical environment.
• Ability to interpret information.
• Excellent attention to detail.

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