Service Delivery Coordinator

About NTT DATA

NTT DATA is recognized for its technical excellence and leading innovations, committed to making a difference for clients and society. The company fosters a diverse and inclusive workplace where employees can grow and thrive.

The Role of Service Delivery Coordinator

The Service Delivery Coordinator is a senior administrative position based in Riyadh, working closely with the Service Delivery team. This full-time role is essential for ensuring process adherence within the client environment and maintaining high client satisfaction across all assignments. The coordinator also handles general administrative tasks and interacts with external stakeholders and clients, requiring a clear understanding of the Service Delivery environment and stakeholder interests.

Key Responsibilities

• Administer client complaints managed by the service delivery team.
• Support the management of all updates for contracted accounts within the team’s portfolio.
• Facilitate and ensure 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 client communication as required and approved.
• Maintain 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 with the Legal team.
• 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 other related tasks as required.

Required Skills and Attributes

• Ability to adapt to different requirements and scenarios.
• High level of attention to detail and a proactive approach to work.
• Reliability with the ability to produce high-quality work.
• Good written and verbal communication skills.
• Ability to build effective working relationships with various 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.