Service Delivery Coordinator

• Serves as primary point of contact (besides SDM) for customer inquiries/orders, complaint and ensuring that all issues are resolved in timely and satisfactory manner.
• Update the product catalogue, onboard customers into SNOW and collaborate closely with the transition team to comprehend the process mapping that has been established.
• Executing and coordinating order management process right from forecasting until invoicing.
• Manage deployment of Lenovo devices (Desktop, Laptop and Tablet etc..) and 3rd party product between partner and customer.
• Coordinate collection of unused (due to attrition or end of contract) machines from customer premise back to storage location or funder
• Monitor and manage the inventory levels.
• Perform device and accessory asset management.
• Set up pertinent tracking for SLA monitoring or any other necessary metrics.
• Prepare monthly billing file for invoicing and work with relevant team to ensure invoice is issued in timely manner as per contract.
• Maintain and provide data for internal and external report (ie: MBR, QBR)
• Build solid working relationships with the partners to ensure smooth deployments and excellent order management.
• Actively participate in UAT enhancement testing and give recommendation to further improve overall service delivery.
• Develop and maintain a thorough understanding of the organization's products and services, ensuring that accurate information is provided to customers.
• Coordinate with vendors or other departments to resolves customer incidents, ensuring customer service is delivered to a high standard.

Position requirements:

• Bachelor's degree preferred.
• Fluent in Mandarin OR Japanese and English.
• 2-5 years service coordination experience, ideally in IT services environment
• Proven customer service experience, customer oriented
• Ability to interact with the Client (Customer) as and when necessary and possess strong communication skills and active listening to adapt to different situations.
• Organized & analytical: provides accurate, valid and complete information by using the right methods/tools.
• Prior project management experience and strong skills in project administration will be a plus
• Ability to work under minimum supervision and as a team player, ensuring good communication across multiple teams within and outside the organization.
• Fairly experience and knowledgeable on account operations (PR/PO/Invoice/Payment clearance)
• Familiar with CRM systems and practices as well as ticketing tools (preferably JIRA, ServiceNow)
• Ability to multi-task, prioritize & manage time effectively to meet deliverable's deadlines.
• Mix of Services to Technical – 80:20
• Must have attitude towards learning and implementing newer things often.
• ITIL certification and PRINCE2/PMP is preferable.