Job Description

Job Title: Service Delivery Coordinator with German and English
Process: Delivery
Sub-Process: Service Delivery Management
Language: English, German
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 and German
  • 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