About The Role
Essential duties and responsibilities
- Update systems and tools with accurate information to allow solutions to be built right first time and to allow other areas of the business the ability to support our customers.
- Input into the production of a weekly and monthly Service Delivery WIP Reporting: progress against monthly delivery targets, delivery schedule of all orders in progress, problem orders, etc.
- Manage any change requests for orders in progress with Sales Support function and, if needed, Solution Architects, gaining appropriate customer approval and ensuring any additional costs are approved and charged.
- Identify any area of risk to order progression and liaise and escalate in accordance with team processes ensuring risks and escalations are understood, communicated and minimised
- To ensure that all orders are handed over to both the customer and support function in a timely and effective manner
- Work closely with suppliers in ensuring the timely delivery of 3rd party services and manage any jeopardy situations, like Telco wayleaves, council permissions, excess charges, etc.
- Support the Project Managers on major projects maintaining project documentation where required, such as RAID Logs, WIP and Highlight reports.
- Attend Project Kick off, Project Review, and Project Closure Meetings where required.
- Work with the Service Managers to build strong relationships with Service Managed customers, act as customer champion for Service Delivery and attend Service Reviews where required.
- Manage or work on internal projects as required.
About You
Behavioural competencies - organisational and behavioural fit
- Exceptional customer facing skills
- Confident, proactive, hardworking and flexible
- The ability to work accurately and proactively, with an eye to detail and to prioritise a complex and varied workload
- Proven written and oral communication skills including excellent telephone skills
- Ability to work as part of a team, with a flexible approach to work and willingness to learn
- Excellent interpersonal skills in communicating with staff at all levels of seniority both internally and customer facing, with the ability to form strong working relationships
- The ability to work without close supervision in a fast-paced environment with tight deadlines
Critical competencies - technical fit
- Substantial experience of providing high level project administrative support or administrative support in an IT services environment
In addition, the following are highly desirable:
- ITIL v4 and Project Management knowledge desirable
- Demonstrable commercial understanding/acumen
- Educated to NVQ level 4, degree/HND or equivalent qualification/experience
Position Summary
Reporting into Product and Delivery Team Lead (Security and PM Support) the Delivery Coordinator will work closely with the customer, Project Support, Technical Service Delivery teams and Solution Architects to agree a delivery plan from the outset for all new orders including key phases, tasks, communication plan and timelines associated with the order.
Role Mission
Claranet's strategy is to build long-term, trusted relationships with its customers by delivering market-leading, integrated managed services. As the Delivery Coordinator within our Customer PMO department, you will ensure our customers experience the absolute best service delivery.
Objectives and Key Results
The key objectives will be to:
- Ensure that all updates on orders are communicated in a clear, effective and timely manner, where appropriate personally delivering those updates.
- Manage the customer experience throughout the service delivery phase across all delivery teams.
- Ensure that services are aligned to ensure "just in time" installations across all products and also that all costs being incurred by Claranet can be passed on to our customers in a timely manner.
- Co-ordinate tasks between Engineering and Support teams ensuring appropriate handover of tasks/actions as order progresses