Service Coordinator

Main Purpose of the Role:

  The Service Coordinator within the Digital Infrastructure Practice is responsible for ensuring the seamless delivery of services to our clients. Your organizational skills, attention to detail, and customer-centric approach will be instrumental in maintaining high levels of client satisfaction and operational efficiency within the practice. 

Essential Functions:

• Translating priorities into operational reality; aligning communication, accountabilities, resource capabilities and internal processes to ensure that strategic priorities yield measurable and sustainable results.
• Act as the main liaison between clients and the Digital Infrastructure Practice, providing exceptional service and support throughout the engagement lifecycle.
• Build strong relationships with client stakeholders, understanding their needs, preferences, and expectations.
• Proactively address client inquiries, concerns, and escalations, ensuring timely resolution and effective communication.
• Receive and review service requests from clients, ensuring clarity, completeness, and alignment with service level agreements (SLAs).
• Monitor resource utilization and capacity within the Digital Infrastructure Practice, identifying opportunities for optimization and efficiency improvement.
• Collaborate with resource managers and team leads to address staffing gaps, skill shortages, and capacity constraints proactively.
• Track service delivery progress, milestones, and deliverables, ensuring adherence to project timelines and quality standards.
• Maintain accurate records of service requests, activities, and client interactions in the service management system or CRM platform.
• Generate reports, metrics, and KPIs related to service performance, resource utilization, and client satisfaction.
• Analyze data trends and insights to identify areas for improvement and drive process enhancements within the practice. 

Required Skills/Abilities/Competencies

• Excellent verbal and written communication skills. 
• Ethical and Critical Thinking.
• Excellent interpersonal and customer service skills.
• Excellent sales and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software. 

Education and Experience:

• Bachelor's degree in Business Administration, Information Technology, or related field.
• Proven experience in service coordination, project management, or client support roles, preferably in a technology consulting or professional services environment.