Service Delivery Coordinator

• Acts as the main liaison (in addition to the SDM) for customer inquiries and orders, addressing complaints, and ensuring all issues are resolved promptly and satisfactorily.
• Revise the product catalogue, onboard customers into SNOW, and work closely with the transition team to understand the established process mapping.
• Oversee and coordinate the order management process from forecasting through to invoicing.
• Facilitate the deployment of Lenovo devices (Desktops, Laptops, Tablets, etc.) and third-party products between partners and customers.
• Organize the retrieval of unused machines (due to attrition or contract conclusion) from customer locations back to storage or funding sources.
• Track and manage inventory levels effectively.
• Conduct asset management for devices and accessories.
• Implement necessary tracking for SLA monitoring and other relevant metrics.
• Prepare the monthly billing file for invoicing and collaborate with the relevant team to ensure timely issuance of invoices per contract agreements.
• Maintain and provide data for both internal and external reports (e.g., MBR, QBR).
• Establish strong working relationships with partners to ensure seamless deployments and effective order management.
• Actively engage in UAT enhancement testing and provide recommendations to enhance overall service delivery.
• Develop and sustain a comprehensive understanding of the organization's products and services to ensure accurate information is relayed to customers.
• Collaborate with vendors or other departments to address customer incidents, ensuring high-quality customer service delivery.

Position requirements:

• Bachelor's degree is preferred.
• Fluency in Mandarin OR Japanese and English is essential.
• 2-5 years of experience in service coordination, preferably within an IT services environment.
• Demonstrated customer service experience with a strong customer-oriented approach.
• Ability to interact with clients as needed, possessing excellent communication skills and active listening abilities to adapt to various situations.
• Organized and analytical: delivers accurate, valid, and complete information by utilizing appropriate methods and tools.
• Previous project management experience and strong project administration skills are advantageous.
• Capability to work with minimal supervision while being a team player, ensuring effective communication across multiple teams within and outside the organization.
• Considerable experience and knowledge in account operations (PR/PO/Invoice/Payment clearance).
• Familiarity with CRM systems and practices, as well as ticketing tools (preferably JIRA, ServiceNow).
• Ability to multitask, prioritize, and manage time efficiently to meet deadlines for deliverables.
• A blend of services and technical skills – 80:20.
• A proactive attitude towards learning and implementing new skills regularly.
• ITIL certification and PRINCE2/PMP qualifications are preferable.