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Service Delivery Co-ordinator

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Oracle APEX Development Consultant

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

The SDC will report directly to the Service Delivery Manager. The role will involve a variety of tasks within DSP but primarily focusing on Service Administration, Customer Projects, Reporting and Liaison. The Service Delivery Coordinator will manage and monitor workloads for the Managed Services teams which resolve customer incidents, deliver managed services and customer projects. They will be required to manage workloads and prioritise work across the teams in conjunction with the DBA Team Leads and Service Delivery Manager. The candidate will need a solid understanding of ITIL, Service Management and strong communication skills. This role also requires the ability to troubleshoot issues and a passion for Service Delivery and Customer Engagement.

 

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 

  • Be able to work individually and collaboratively within a team
  • Self-motivated and ability to work under their own initiative
  • Strong communicator with an ability to express technical and non-technical challenges to a wide audience
  • Strong written and presentation skills to be able to ensure all work is documented to the highest standard
  • Manage their own time appropriately and ensure deadlines are met and expectations are set with key stakeholders
  • Be respective to feedback and developmental critique; have a growth mindset
  • Willingness to learn, adapt and challenge themselves in undertaking new challenges in new technologies
  • Maintain professional certifications related to your area of expertise

Experience and Background 

  • Track record in the coordination of teams and personnel
  • Have worked in a multi customer environment
  • Demonstrable track record in delivering technological environments
  • Analytical in problem solving with the ability to apply original and innovative thinking
  • Minimum of 2 years’ experience in Service Delivery

Skills

  • Service Management
  • Service Desk Solutions
  • ITIL v4
  • Strong Written and Verbal Communication

Personal Attributes:

  • Grit and determination
  • Organisational skills
  • Customer-focused attitude
  • Drive and determination to get the job done correctly
  • DSP values above all openness, excellence, reliability

Employee Benefits:

  • 25 Days Holiday + Bank Holidays
  • Competitive Salary
  • NEST Pension
  • Working from Home Flexibility

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.

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