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Service Delivery Coordinator
Service Delivery CoordinatorPellera Technologies Mexico • Mexico, Mexico
Service Delivery Coordinator

Service Delivery Coordinator

Pellera Technologies Mexico • Mexico, Mexico
Hace 2 días
Descripción del trabajo

Main Purpose of the Role :

The Service Coordinator within the Digital Infrastructure Practice is responsible for ensuring the seamless delivery of services to our clients. Your organizational skills, attention to detail, and customer-centric approach will be instrumental in maintaining high levels of client satisfaction and operational efficiency within the practice.

Essential Functions :

  • Translating priorities into operational reality; aligning communication, accountabilities, resource capabilities and internal processes to ensure that strategic priorities yield measurable and sustainable results.
  • Act as the main liaison between clients and the Digital Infrastructure Practice, providing exceptional service and support throughout the engagement lifecycle.
  • Build strong relationships with client stakeholders, understanding their needs, preferences, and expectations.
  • Proactively address client inquiries, concerns, and escalations, ensuring timely resolution and effective communication.
  • Receive and review service requests from clients, ensuring clarity, completeness, and alignment with service level agreements (SLAs).
  • Monitor resource utilization and capacity within the Digital Infrastructure Practice, identifying opportunities for optimization and efficiency improvement.
  • Collaborate with resource managers and team leads to address staffing gaps, skill shortages, and capacity constraints proactively.
  • Track service delivery progress, milestones, and deliverables, ensuring adherence to project timelines and quality standards.
  • Maintain accurate records of service requests, activities, and client interactions in the service management system or CRM platform.
  • Generate reports, metrics, and KPIs related to service performance, resource utilization, and client satisfaction.
  • Analyze data trends and insights to identify areas for improvement and drive process enhancements within the practice.

Required Skills / Abilities / Competencies

  • Excellent verbal and written communication skills.
  • Ethical and Critical Thinking.
  • Excellent interpersonal and customer service skills.
  • Excellent sales and customer service skills.
  • Excellent organizational skills and attention to detail.
  • Excellent time management skills with a proven ability to meet deadlines.
  • Strong analytical and problem-solving skills.
  • Strong supervisory and leadership skills.
  • Ability to prioritize tasks and to delegate them when appropriate.
  • Ability to function well in a high-paced and at times stressful environment.
  • Proficient with Microsoft Office Suite or related software.

    • Education and Experience :

  • Bachelor's degree in Business Administration, Information Technology, or related field.
  • Proven experience in service coordination, project management, or client support roles, preferably in a technology consulting or professional services environment.
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    Service Coordinator • Mexico, Mexico