Service Delivery Co-ordinator
Location options:
Contents
Overview
DSP offers award winning IT consultancy and managed services for Oracle, Microsoft and Google technologies. We specialise particularly in data platform management, application development, engineered systems and Cloud with strong presence specifically in SQL Server, Oracle RDBMS, APEX, Exadata, OCI, Azure and GCP. DSP is a leading technology partner in the UK and have been recognised for that by our technology partners and industry through a wide range of awards and accolades.
Every role within DSP is anchored against the DSP People & Culture Matrix. This is a broad set of personal characteristic and traits which we hope all individuals aspire to within the organisation. They revolve around the areas of customer focus; delivery; technical excellence; personal responsibility and change. DSP will actively encourage individuals to develop themselves personally and technically across the People & Culture matrix. For more information regarding the DSP People & Culture matrix please ask your hiring manager.
Key Roles & Responsibilities
Service Desk Administration
- Help ensure an exceptional level of customer service
- Fix and resolve issues and queries where possible
- Review and raise monitoring alarms from customer systems via our industry-leading monitoring software as incident tickets
- Work with the 2nd and 3rd line teams, to seek advice and solutions or to escalate bigger problems
- Ensure timely response to all incidents and requests in line with agreed SLAs
- Escalation of incidents and requests where appropriate
- Problem and Incident management ensuring that ensure SLA’s are achieved and client expectations are met (or exceeded)
- Work as a team member within the organisation to provide a resilient service to our customers
Customer Projects
- Plan and schedule customer MS projects and resource requirements to the business
- Work with the customer and DSP technical leads to ensure MS customer projects are resources in a timely manner
Customer Reporting
- To ensure customer reports are provided to an agreed schedule
Customer Liaison
- To build and maintain relationships and expectations with clients
- To be the first point of contact for MS customers to escalations and issue resolution
- Organise and schedule client service review meetings; areas covered will include performance reports, service improvements, quality and process
Key Success Criteria
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Be able to work individually and collaboratively within a team
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Self-motivated and ability to work under their own initiative
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Strong communicator with an ability to express technical and non-technical challenges to a wide audience
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Strong written and presentation skills to be able to ensure all work is documented to the highest standard
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Manage their own time appropriately and ensure deadlines are met and expectations are set with key stakeholders
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Be respective to feedback and developmental critique; have a growth mindset
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Willingness to learn, adapt and challenge themselves in undertaking new challenges in new technologies
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Maintain professional certifications related to your area of expertise
Experience and Background
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Track record in the coordination of teams and personnel
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Have worked in a multi customer environment
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Demonstrable track record in delivering technological environments
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Analytical in problem solving with the ability to apply original and innovative thinking
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Minimum of 2 years’ experience in Service Delivery
Skills
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Service Management
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Service Desk Solutions
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ITIL v4
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Strong Written and Verbal Communication
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Grit and determination
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Organisational skills
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Customer-focused attitude
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Drive and determination to get the job done correctly
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DSP values above all openness, excellence, reliability
Location / Special Requirements
Office and home-based with weekly travel to a DSP office (Leeds, Nottingham, London, Basingstoke) as and when required
This job description is not to be regarded as exclusive or exhaustive. It is intended as an outline indicating the areas of activity and may be amended from time to time in light of the changing needs of the organisation.