Service Delivery Coordinator

The Service Delivery Coordinator interacts is a customer-facing role responsible for maintaining strong relationship and ensuring that a high-level of consistent service is provided. The SDC will oversee the delivery and ongoing performance of services and related technical support to customers. The position covers a range of tasks, including customer care, project management and logistics support.  

Role Priorities / Responsibilities: 

• Collaborate closely with Sales teams to deliver a unified message to customers regarding all service-related communications. 

• Serve as the primary point of contact for service issues and resolutions between Stallion and customers. 

• Ensure that key performance indicators (KPIs) are met and that customer expectations for service quality, HSE compliance, timeliness, and satisfaction are exceeded. 

• Perform service implementation tasks as needed or work with a Project Manager to complete bandwidth upgrades, add-ons, installations, demobilizations, etc. 

• Manage customer needs effectively during both escalation and non-escalation periods. 

• Adhere to best practices for systems, processes, and procedures in the delivery and support of Stallion services.  

• Manage updates to service support materials following service or project changes. 

• Facilitate periodic service quality review meetings with customers, covering incident resolution, fault trends, performance reports, service or support improvements, service quality, and service delivery processes. 

• Work with Management to ensure all planned service outages are communicated promptly and timely to customers. 

• Review P&L information per customer, as provided by the Finance Team, and recommend ways to reduce operating costs for assigned customers, sites, and services. 

• Provide or facilitate logistical or technical support to customers and account teams, including advanced hardware replacement and return of equipment activities. 

• Keep customers updated on all service-related progress or issues. 

• Maintain the customer communication plan. 

• Act as a liaison between Project Management and the customer to facilitate materials and logistics activities when necessary. 

• Validate service reports, approve services, and complete project documentation for invoicing. 

• Review and validate services provided to ensure adherence to contract terms. 

• Ensure all activities are conducted following company HSE policies and procedures. 

• Perform other tasks as directed and handle ad-hoc projects as assigned. 

Essential Experience, Knowledge, Skills and Abilities: 

• PC skills including usage of the full MS Office Suite and high level of competency in the use of databases and software tools 

• Exceptional written and verbal communication skills  

• Intellectual curiosity, investigative aptitude and ability to recognize patterns  

• A commitment to continual learning and development   

• Ability to brainstorm and conceptualize creative ideas 

• Must be Detail Oriented - This position requires analytical skills and the ability to interpret information from numerous sources to prepare and present reports.  

• Strong organization and project management skills  

• Ability to work on multiple projects and constantly reevaluate priorities or deadlines 

• Enthusiastic, deadline-driven, team player who thrives in a fast-paced environment 

Preferred Experience, Qualifications, Education or Certifications: 

• 2+ years of working as a Delivery Coordinator or Similar  

• Customer Service background   

• Communications and connectivity or similar relevant experience