Service Delivery Co-ordinator

Key Responsibilities

• Coordinate the end-to-end delivery of services, ensuring service levels and customer expectations are consistently met.
• Act as a key point of contact for customers, managing queries, service requests and escalations.
• Work closely with internal teams, suppliers and external partners to resolve issues efficiently.
• Monitor service delivery performance against agreed SLAs and KPIs.
• Track service deployments and project timelines to ensure activities are completed successfully.
• Build and maintain positive relationships with customers and key stakeholders.
• Support and participate in customer service review meetings.
• Identify opportunities to improve processes, service quality and the overall customer experience.
• Maintain clear, proactive communication with customers and colleagues throughout the service delivery process.

Skills, Knowledge and Expertise

• Experience in a service delivery, customer service or coordination role.
• Excellent communication skills, both written and verbal.
• Strong organisational skills with the ability to manage multiple tasks and changing priorities.
• A proactive, customer-focused approach to problem-solving.
• Ability to build effective working relationships with customers, colleagues and suppliers.
• Confidence in managing customer queries and escalations professionally.
• Good IT skills, including Microsoft Office and Google Workspace.
• Ability to work independently, take ownership and contribute positively to a team.
• A flexible approach to working in a fast-paced environment.
• A commitment to continuous improvement and delivering high standards of service.

• Experience working within the telecommunications or Internet Service Provider (ISP) industry.
• Previous experience in a service delivery environment.
• Experience coordinating contractors or external suppliers.
• Knowledge of service level agreements (SLAs) and performance measures.

In return you will get...