Coordinator: Service Delivery
4 days ago
Structure, Grade & Reporting Job grade/level OP1 Business Unit DPS Specialised Solutions Department Octane Position reports to Account Manager: Corporate Span of Control 0
Core Description
Responsible for ensuring that relevant services are rendered to the client as per SLA and quality requirements. Performs the role as the customer interface for the delivery of products and services in line with contractual commitments. Key Deliverables / Primary Functions
Service Delivery
Problem and Issue Management
Service Delivery Management and service Improvement
Facilitate monthly operational performance sessions with the customers
Owner of technical and service request as determined by the customer
Support and Escalations
Administration and Reporting
Ensure that Contracts are understood delivered and managed.
Ensure all data accuracy.
Attends IT Forum for Trend and RCA Analysis
SLA Management and Communication with Client and 3rd Parties
Ensure that SLA’s are communicated to all relevant stakeholders.
Developing and owning the SLA measurement in collaboration with the execution teams
Stakeholder Management
Ensure that effective and proactive communication always takes place to the key stakeholders
Develop relationships with key stakeholders
Financials
Sales Pipeline updates
Updated Age analysis report
Operations
Incident management
Simplicity management
eMaintenance management
Wave management
Reporting
Monthly
SLA performance review Report
SLA performance review Presentation
Account review reporting (WINS, Opportunities, Risks Losses)
Follow up tracker report (Calls open for stock)
Projects
BCX quote compilations
PR form completions
3rd party quotes
Update project tracker report
ATP form completion
Project template completion
Scope of work completion
Project commissioning plan
Submission of Project documents when logging with PMO Functional Skills
SLA Management
Risk Management
Stakeholder Communication
Service Delivery
Ensure processes and Procedures are adhered to
Building Relationships Behavioural Competencies 1. Job Match Rating 2. Delivering Results 3. Meeting customer expectations 4. Teamwork 5. Handling Pressure 6. Communication and Impact Qualifications NQF 4: Grade 12 Experience
2 years’ Service Delivery Management within the Fuel Industry Certifications / Professional Registration None Special Requirements/ Employment Condition Valid Drivers license Ability to work overtime Work Characteristics WFA /Office Based Billable
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