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Our client is a global player in the IT Services sector: their services keep people and information connected, from proactive business continuity through reactive disaster recovery to interactive high availability solutions, thereby helping over 10,000 clients worldwide have uninterrupted access to their business-critical information systems.
They currently seek a Service Co-ordinator to act as the focal point of contact for allocated customers, external and internal, and be responsible for the management of all operational issues to ensure a successful conclusion. The role involves evaluating and satisfying customer requirements, ensuring that contracted service levels are met and in building excellent professional relationships.
It will be the post-holder's responsibility to:
* Coordinate the introduction of new customers to policies and processes during the hand over from Sales to Service Delivery.
* Participate in and chair regular customer meetings including service reviews, pre and post test tasks including test planning and service delivery presentations.
* Maintain regular contact with customers during on site disaster recovery testing to ensure objectives are achieved and expectations are met.
* Where specified act as a primary point of focus for allocated customers maintaining constant awareness of business performance and liaising with the Account Manager on a regular basis.
* Build and maintain strong Customer relationships with assigned customers in order to maintain a high standard of Customer satisfaction.
* Contribute to internal account and business reviews. Recommend processes to help maintain and improve service levels.
* Manage and conduct site tours of the Technology and Recovery Centre(s) for prospective, new and existing customers.
* Provide assistance to the Test Scheduling team during peak periods.
* Have a general understanding of an IT environment.
To fulfil these duties successfully, you will hold the following key aptitudes and expertise:
* A Level or equivalent, graduate preferred
* Excellent communication skills
* An understanding of Service Level Agreements
* Proficient in use of Microsoft Office suite of applications
* Analytical approach to documentation control and management
* Presentation skills
* 3 years in an operational or customer liaison role within the IT industry
* Customer-focused and business led
* Commercially aware.
* Understanding of the use of technology to support business aims.
* Aptitude to establish strong customer relationships at appropriate levels.
* Able to manage service and problem issues to the satisfaction of all parties.
* Willing and able to work as a team member to continually improve the service.
* Pro-active approach and the ability to ensure customer's needs are met and expectations exceeded.
* The ability to perform well in a fast paced, pressurised environment.
* Positive outlook.
* Full current drivers licence
* Car owner
To apply for this position, please simply send your CV via the button shown.
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