Service Delivery Coordinator at Willers Solutions

SUMMARY

Our client, a reputable company in the ISP sector, is seeking a skilled and dedicated Service Delivery Coordinator to join their team. The Service Delivery Coordinator will be instrumental in ensuring the seamless delivery of internet services to their customers. The successful candidate will play a pivotal role in coordinating various aspects of service deployment, managing client relationships, and collaborating with internal teams to deliver high-quality services.

KEY RESPONSIBILITIES:

• Guide clients through the onboarding process, ensuring a smooth transition to our internet services.
• Coordinate with sales and technical teams to gather client requirements and customize service delivery plans.
• Develop comprehensive project plans for the deployment of internet services, outlining key milestones, timelines, and resource requirements.
• Collaborate with network and technical teams to ensure the timely and efficient implementation of services.
• Act as the primary point of contact for clients, addressing inquiries, providing updates, and ensuring a positive customer experience throughout the service delivery process.
• Communicate service-related information to clients, including maintenance schedules, upgrades, and potential service disruptions.
• Monitor the performance of internet services, ensuring adherence to quality standards and service level agreements (SLAs).
• Conduct regular assessments to identify opportunities for improvement and implement corrective actions as needed.
• Collaborate with technical support teams to identify and resolve any issues affecting service delivery promptly.
• Escalate complex technical issues to the appropriate teams and follow through to ensure timely resolution.
• Maintain accurate records of client interactions, service configurations, and project documentation.
• Generate reports for management, summarizing key performance metrics, client feedback, and areas for improvement.

REQUIREMENTS

• Bachelor’s degree in information technology, Telecommunications, or a related field.
• Proven experience in service delivery coordination within the ISP or ICT industry.
• Familiarity with networking concepts and internet technologies.
• Strong project management and organizational skills.
• Excellent communication and interpersonal abilities.
• Knowledge of ISP-specific tools and software is a plus.