Service Delivery Coordinator

About NTT DATA

NTT DATA is recognized for its technical excellence and leading innovations. The company fosters a diverse and inclusive workplace that supports growth and belonging.

Role Overview: Service Delivery Coordinator

The Service Delivery Coordinator is a senior administrative role that works closely with the Service Delivery team. This full-time position, based in Riyadh, Saudi Arabia, is essential for ensuring adherence to processes within client environments and maintaining high client satisfaction across all assignments. The coordinator also contributes to general administrative tasks and interacts with external stakeholders and clients, requiring a clear understanding of the Service Delivery environment and stakeholder interests. The role requires 2-5 years of experience.

Key Responsibilities

• Administer client complaints managed by the service delivery team.
• Support the management of updates for contracted accounts and facilitate the timely implementation of standard changes within client accounts.
• Ensure the achievement of all deliverables using best practices against agreed service level agreements and key performance indicators.
• Support the service delivery team by obtaining necessary information to satisfy client requirements.
• Coordinate meetings with clients, vendors, and other internal/external stakeholders.
• Collate management information for client service reports and internal reports.
• Assist with the completion of incident reports, meeting notes, and other client communication as required and approved.
• Maintain the accuracy of operations and/or procedure manuals and schedules, and facilitate annual reviews.
• Publish updates of operations and/or procedure manuals to stakeholders using release management communication channels.
• Assist with day-to-day filing, portal management, and maintenance of client records, ensuring client contracts are maintained in document management systems.
• Engage with service delivery groups to ensure seamless delivery of procedures.
• Adhere to governance procedures for non-standard procedure establishment requests and coordinate processes within release management procedures.
• Identify and implement process improvements to ensure optimal delivery engagement and advise relevant stakeholders.
• Perform any other related tasks as required.

Required Qualifications and Experience

• Relevant high school diploma in addition to vocational training.
• Working towards completion of an ITIL certification is preferred.
• Demonstrated experience in a similar role.
• Demonstrated experience in a customer service or administrative role.

Required Skills and Attributes

• Ability to adapt to different requirements and scenarios.
• High level of attention to detail and a proactive approach to work.
• Reliable with the ability to produce high-quality work.
• Good written and verbal communication skills.
• Ability to build effective working relationships with a variety of stakeholders.
• Ability to work well within a team environment.
• Strong orientation towards ensuring client satisfaction and service delivery.
• Ability to multi-task to achieve desired outcomes.
• Developing ability to think critically and creatively, and to work independently and as part of a team.
• Strong organizational and time management skills.
• Developing proficiency in Microsoft Office Suite.

Application Information

Salary for this position will be disclosed during the recruitment process.