Service Delivery Support Coordinator

Responsible for:

As a Service Delivery Support Coordinator, the main duty is to perform tasks with utmost accuracy to support the Service Delivery for Ethan's customers. The role is responsible for the execution of our ITIL service management framework, including the following key areas:

• Service transition
• Service operations
• Continuous service improvement

Main Resposibilities:

• Ensure the timely generation of automated reports and verify that the Service Delivery Managers have access to the necessary data.
• Assist with managing the entire process cycle for Service Requests, such as Service Order Forms and Requests to Terminate documents, Price Increase notifications, and Contract Variations.
• Assist the Billing team and Service Delivery Managers with governance and guidance during the monthly invoice cycle and help resolve any billing disputes or discrepancies.
• As directed, assist Service Delivery Managers with both customer and administrative tasks.
• Maintaining the integrity of the data repository and system by conducting regular audits to ensure accuracy.
• Participate in and contribute to team initiatives supporting improving the services we provide to customers.
• Work with the Service Delivery Managers to provide timely and high-quality results on service delivery tasks.
• Assist customers and handle service transition requests during onboarding and offboarding procedures.
• Be an active participant in transformation projects to fulfil the needs and requirements of Service Delivery
• Actively participate in work required to improve end-to-end business change.
• Assist other business leads within Ethan in a cross-functional capacity.
• Coordinate with vendors' field technicians, booking and dispatch and process invoices with the Finance Team for accurate reconciliation of field service billing.
• Assist with project onboarding in accordance with established guidelines.
• Must have previously demonstrated experience within an administrative environment.
• Previous exposure to Telecommunications or IT industry essential, with prior experience with Managed Services or Telco products preferred.
• Exposure to ITIL procedures is essential.
• Exposure to Six Sigma or Lean methodologies is highly regarded.

Key Technical Skills:

• Intermediate/advanced experience using Microsoft Office suite (Word, Outlook, Excel, PowerPoint, Visio).
• Microsoft Power BI or similar analytic system experience preferred.
• Possess excellent verbal and written communication skills.
• Highly accurate data entry skills.
• Understanding of Six Sigma and/or Lean methodologies preferred.
• Strong knowledge of CRM or ITSM tools essential.

Key Personal Attributes:

• Effective multi-tasker with strong time-management skills and the ability to prioritise and meet deadlines.
• Adaptable to change.
• Excellent attention to detail.
• Ability to follow instructions and complex processes.
• A dedicated team player, committed to contributing towards the achievement of both team and organizational goals.

• ITIL3
• Six Sigma or Lean certifications would be highly regarded.
• Business Administration certifications are advantageous.