The Service Delivery Coordinator (SDC) is primarily responsible for ensuring quality ICT service delivery to clients and staff through planning, implementing, operating and coordinating those responsible (internal staff and or external service providers). The SDC will strive for continuous client satisfaction for all PPECB ICT services by ensuring that services are delivered according to agreed Service Level Agreements (SLA) and other contracts. The SDC works closely with all ICT departments and service providers to deliver the highest levels of client satisfaction, quality solutions, permanent resolution of issues and the successful continuance of business operations through effective controls, methodologies, processes, tools, governance and systems.
The Service Delivery Coordinator reports to the Service Delivery Manager and is mainly responsible for the coordination of ICT services and ICT vendor management within the organization.
- Overall responsibility for the efficiency and effectiveness of service management and the client relationships
- Daily coordination of ICT operational requests.
- Attend daily stand-up meetings with respective ICT 3rd party vendors.
- Service request call coordination and tracking via the outsourced service desk and call coordinator.
- Adheres to the ITIL services methodology.
- Specific focus on IPC (Incident, Problem and Change) management.
- Responsible for the service management governance
- Build effective working relationships with all of the ICT delivery teams.
- Ensure that a culture of service management excellence is maintained by the ICT department. This includes external vendors.
- Ensure that service providers delivers on contractual agreements, SLAs, ensuring that contract deliverables are understood, gaps are identified, corrected and delivered.
- Assist the Service Delivery Manager (SDM) in preparing for and chairing service review meetings, and distribute performance reports, meeting minutes and action registers. Monthly dashboards and reports of performance metrics to be distributed to SDM and designated management.
- Take ownership of and resolve (or further escalate) all escalations and incidents, until it is resolved
- Build solid working relationships, processes, etc with service providers
- Proactively identify risks to service delivery, and drive the implementation of appropriate solutions to reduce the likelihood of escalations and/or delivery impact to the client
- Assist the SDM in developing and maintaining accurate service improvement plans and drive the implementation thereof
- Ensure ICT team and 3rd party vendors follows service delivery methodologies (i.e. ITIL, etc)
- Ensure the accuracy and maintenance of sites and head office standard operating procedure manuals and ensure that these procedures deliver seamless service performance throughout all service delivery teams
- Contribute to ICT service excellence by providing client information, improvements, suggestions, assisting with the requirements for optimal delivery, and generally providing advice on the most effective way to service the client
- Assist with the transition and implementation plans for any additional contracted services by service providers
- Monitor and report on the contracted services financials
- Ensure that accurate service reports are provided on a regular dashboard. Implement visual, real time view of service metrics
- Actively participate in relevant forums
- Ensure acceptable participation in project delivery reviews and follow through on feedback received