Service Delivery Coordinator

A Snapshot

As a Service Delivery Coordinator, you will report to the Service Delivery Director and be responsible for supporting the Service Delivery Managers/ Directors and Data Centre Operations Teams in all aspects of the Data Centre facility operations for the Asia region. Site based role.

Your main objectives will be to: 

• Assist with onboarding new customers by coordinating introductory meetings, providing portal and Authorized Access List (AAL) requirement training, and assist with customer deliveries. 
• Work with site Operations and Service Delivery teams to prepare customer reports, including Operations, SLA, Security, Escalation, change management, Smart Hands Services, and other requirements as required by the customer.
• Maintain customer trust payment task records (including cleaning, waste, rack energisations) ensuring the vendors are paid and clients are billed.
• Respond to customer requests and collaborate with the Operations team to resolve issues and escalations effectively.
• Support the Building Services Manager/Coordinator to ensure continuity of Soft Service Functions during periods of leave or unavailability.
• Schedule, coordinate and lead ongoing customer meetings and events.
• Maintain accurate and pertinent contact information for all customers.
• Prepare correspondence, memos, programs, organise & attend meetings and take minutes. Develop and maintain sufficient technical knowledge to enable accurate input to minutes, correspondence and reporting.
• Document and track all certificates of insurance for customers.   
• Coordinate access, logistics, meeting room bookings, maintenance and Smart Hands requests in coordination with the Facilities Manager and Operations Team.
• Assist in maintaining lease related files & uploading documentation on SharePoint
• Ensure continuity of Operations through cross coverage for the SDC role.
• Establish and maintain positive relationships through regular interaction with internal and external customers and vendors.
• Use initiative to work across multiple teams, customers and stakeholders to ensure AirTrunk deliver best-in-class operational customer services.
• Take ownership in the role and relationship with customers. Ensure customer interactions are efficient, clear, straightforward and time critical.

Your Day to Day

As the Service Delivery Coordinator, your daily responsibilities will include, but not limited to, the following key tasks, along with tackling a variety of other exciting challenges:

• Facilitate and document customer and operations meetings, and ensure all actions are recorded.
• Track progress and completion with action owners until completion.
• Respond to customer queries and work requests promptly and diligently. Ensure ongoing issues are followed up, tracked and closed out.
• Update and maintain trackers for customer-related auxiliary costs.
• Prepare customer and operational reports, ensuring accuracy and timely delivery.
• Draft customer supplemental service orders and proposals.
• Raise purchase order (PO) requests for vendors.
• Review customer contractual clauses to ensure compliance by the operations team.
• Assist in customer audits, ensuring main stakeholders are available and necessary documentation is prepared and available.
• Provide general administrative support required for the Service Delivery Team.
• Assist in resolving defects and ad hoc items in the customer’s ancillary spaces (offices, storerooms, SOR, shredder rooms).
• Ensure customer site interfacing documents and contact details are kept up to date.
• Facilitate onboarding and training of new customers in AirTrunk service management tools and operational processes.
• Liaise with AirTrunk Finance team to ensure customer purchase orders (POs) and invoices are accurate and processed in a timely manner.
• Ensure customer security protocols (e.g. government security clearances) are strictly adhered too and process customer access requests within agreed timeframes. 

Requirements

To perform this role successfully, the suitably experienced individual must understand and demonstrate the basic tenets of leadership. The items in the list below are representative of the knowledge, skill, and/or ability required for satisfactorily meet the expectations of the role.

• Role will be based in Tokyo, Japan. *Onsite – Fulltime, key to fulfilling duties for this role.
• Must be bi-lingual, fluent in both English and Japanese.
• Capability to learn and ramp up quickly, particularly in the first 6 months.
• You are an excellent communicator with the ability to effectively respond to sensitive issues, complex inquiries or complaints from customers, peers and management.
• You have strong time/organizational skills
• Ability to comprehend, analyse and interpret complex operational documents with attention to detail.
• Ability to understand that goals to be aligned to department and company goals. 
• Other Skills – Proficiency in Microsoft Office suite – Word, Excel, Outlook, Project & MS Visio
• Proficient interpersonal skills (written, verbal, and presentation) in both English and Japanese (JLPT N2+ equivalent).