Job Description

Job Title: Service Delivery Coordinator
Process: Delivery
Sub-Process: Service Delivery Management
Language: English
Location: Iasi
Country: Romania

Excellent communication skills

Ability to work collaboratively and lead in a fast-changing and flexible environment

Ability to prioritize activities and tasks effectively

Demonstrable ability to operate at prime customer contact level

Experience with cross-functional working

Proven track record in the delivery of high quality customer service

Ability to work as part of a flexible, fast-changing environment


Purpose of the role

Responsible for coordinating the steady state service delivery to multiple client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.

Delivering service that meets SLA and delights the customer

Developing strong internal and external relationships

Cost control through a proactive financial approach

Assisting the Service Delivery Manager in the transforming and growing the business

Operational responsibilities

Act as a customer and internal point of contact for assigned contracts

Be responsible for the effective co-ordination of external / internal queries / escalations

Ensure feedback from the client is sent to the management team to drive the improvement of services

Support of asset management database to agreed data quality levels

Carry out quality checks to ensure quality standards are maintained

Track the performance against SLAs and KPIs;

Act as a centre of reference for out client's systems

Responsible for coordinating end to end Move Add Change Delete process

Liaise between customer and the Supply Chain and logistics teams.

Maintain a Process and Procedure manual

Plan Service Improvement, including Root Cause Analysis

Coordinate and gather Financial data for monthly billing reconciliation

Contribute to the P&L performance through cost control and innovation

Provide necessary support for contract change management

Maintain customer relationships

Participate in team meetings and general inputs in day to day improvements

The management of emails, phone calls to be done professionally and timely

Maintain standards when using Hub sites.

Other duties as required


Fluent in English

Advanced knowledge of the Office Package

Desirable Experience

Knowledge of Visio & MS Project

Experience with delivering complex projects

ITIL (or similar) to minimum foundation level

Lean 6 Sigma Qualification (or similar)

Process and Quality Management

Good commercial awareness

Additional Requirements:

Willingness to travel