Service Delivery Coordinator

hace 3 días

Ciudad de México Pellera Technologies Mexico A tiempo completo

Main Purpose of the Role: The Service Coordinator within the Digital Infrastructure Practice is responsible for ensuring the seamless delivery of services to our clients. Your organizational skills, attention to detail, and customer-centric approach will be instrumental in maintaining high levels of client satisfaction and operational efficiency within the practice. Essential Functions: Translating priorities into operational reality; aligning communication, accountabilities, resource capabilities and internal processes to ensure that strategic priorities yield measurable and sustainable results. Act as the main liaison between clients and the Digital Infrastructure Practice, providing exceptional service and support throughout the engagement lifecycle. Build strong relationships with client stakeholders, understanding their needs, preferences, and expectations. Proactively address client inquiries, concerns, and escalations, ensuring timely resolution and effective communication. Receive and review service requests from clients, ensuring clarity, completeness, and alignment with service level agreements (SLAs). Monitor resource utilization and capacity within the Digital Infrastructure Practice, identifying opportunities for optimization and efficiency improvement. Collaborate with resource managers and team leads to address staffing gaps, skill shortages, and capacity constraints proactively. Track service delivery progress, milestones, and deliverables, ensuring adherence to project timelines and quality standards. Maintain accurate records of service requests, activities, and client interactions in the service management system or CRM platform. Generate reports, metrics, and KPIs related to service performance, resource utilization, and client satisfaction. Analyze data trends and insights to identify areas for improvement and drive process enhancements within the practice. Required Skills/Abilities/Competencies Excellent verbal and written communication skills. Ethical and Critical Thinking. Excellent interpersonal and customer service skills. Excellent sales and customer service skills. Excellent organizational skills and attention to detail. Excellent time management skills with a proven ability to meet deadlines. Strong analytical and problem-solving skills. Strong supervisory and leadership skills. Ability to prioritize tasks and to delegate them when appropriate. Ability to function well in a high-paced and at times stressful environment. Proficient with Microsoft Office Suite or related software. Education and Experience: Bachelor's degree in Business Administration, Information Technology, or related field. Proven experience in service coordination, project management, or client support roles, preferably in a technology consulting or professional services environment.

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