IT Service Delivery Coordinator

Company: Overture Partners
Location: Lexington
Posted on: September 25, 2022

Job Description:

Job Title: IT Service Delivery Coordinator Job Number: 22242 Duration of Contract: 6 Months with potential for extension Our client has a current need for an experienced IT Service Delivery coordinator to manage vendors and ensure purchases align with business goals. The candidate in this role will have outstanding customer service skills to engage with all internal and external stakeholders. Opportunity Overview : Update and track orders via ServiceNow and various SharePoint trackers/spreadsheets.Manage full delivery of network services and circuits to ensure deadlines are metResponsible for all duties pertaining to order fulfillment, including order review, approval, order entry into a billing system and successful, timely installations. Acts as customer liaison to both internal and external customers while shepherding network service installations. Create and maintain comprehensive project documentation, plans and reports.Serve as primary liaison with customers, ensure contracts are within compliance and validate services with customer to ensure accuracy.Continually monitors all orders by ensuring that any changes to projects are documented and brought to the attention of the necessary parties. Interacts with various departments as necessary to ensure on time and error free service order process. To include service order entry, routing, provisioning, and successful installation.Identifies gaps related to order flow processing through the system and collaborates with other departments to address those gaps and make improvements.Proactively identify opportunities for improvement in processes and procedures and recommend solutions that will provide excellent support and increased revenue.Audit existing network services to ensure current network circuit inventory is correct and appropriate disconnects of services occur.Communicate with management on the status of tasks and workflows, informing internal customers and setting accurate expectations.Work with external vendors to coordinate deliverables, scheduling testing, manage troubleshooting and validate billing details.Manage internal database systems to accurately track orders via ServiceNow, various SharePoint trackers, spreadsheets and other applications.Maintains telecommunications expense management system (Rivermine) to track the lifecycle of new orders and circuit disconnects.Handle and resolve customer issues that are escalated for management attention.Interface directly with the customer to communicate resolution of escalated requests, on-going project status and issues and answers to questions.Manage and process circuit orders including disconnect orders and cancellations.Create and maintain project work schedules, track customer requirements and translate customer requests into project deliverables.Manage day-to-day project tasks for implementing products and services, from close of sale through hand-off to IT customer support.Coordinate other functional interactions to support implementations of team projects.Proactively prioritize requirements and effectively manage resources. Qualifications & Required skills: 5+ years experience, telecom ordering and audit support for Network Circuit Provisioning team, assist in ordering network circuits ensuring delivery and tracking disconnects.Ability to communicate with varied audiencesStrong verbal and written communication skills, attention to detail, customer service and interpersonal skillsAbility to apply accounting and mathematical principles to work as needed.Ability to work independently and efficiently manage time.Knowledge of Microsoft Office products, advance knowledge of Access/Excel preferred.Demonstrate a comprehensive understanding of product and service offerings.Advanced communication skill, both written and verbal. Educational Requirements: Minimum of Bachelors Degree Work location and Additional Info: Fully remote role Overture Partners is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, national origin, disability, sexual orientation, gender identity or expression, marital status, genetic information, protected veteran status, or other factors protected by federal, state, and/or local law.

Keywords: Overture Partners, Boston , IT Service Delivery Coordinator, Other , Lexington, Massachusetts