Service Delivery Coordinator

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role (your why)

The Service Delivery Coordinator is responsible for working with customers and multiple teams within Datacom to provide analytical and specialised administrative support and to optimise the delivery of contracted managed services.

What you’ll do

• Having knowledge of all contracted services being delivered to customers including incident management procedures.
• Monitoring ticket volumes and aged tickets. Monitoring SLA adherence and escalate continual breaches.
• Notifying underperforming delivery teams of their agreed responsibilities, escalating where needed.
• Running and maintain registers and ensuring actions are completed.
• Support the completion of reporting including extracting for SDM review.
• Reporting on customer satisfaction results and trends. Undertaking administration activities including minute taking.
• Identifying opportunities to improve the customers’ experience.
• Being an escalation point when SDM is unavailable.
• Working with delivery teams on ticket escalations to achieve the outcome for the customer.
• Building strong and long-term relationships with delivery teams and their team leaders.
• Building strong relationships with multiple touchpoints within our customers organisation.
• Assisting with e completion of improvement activities.

What you’ll bring

• High level understanding of Information Technology. Customer service, issue resolution.
• Knowledge or exposure to Netsuite, Service Now, Zendesk would be highly regarded
• Process management.
• Customer relationship management. Service management.
• Organisation and prioritisation skills. Excellent communication skills, both written and verbal.
• Attention to detail and high standards of quality.
• Network builder (internal and external). Effective presentation skills with the ability to convey technical information across various levels.

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.