Service Delivery Coordinator

Change your job, change your workplace, change your future

We are actively building diverse teams and welcome applications from everyone

Role: Service Delivery Coordinator
Located: Northampton/ Flexible
Package: GBP26,000 basic salary, plus bonus and excellent company benefits

About Ricoh:

Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools.

Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.

Find out more about Ricoh Today

What you will be doing

To be a central contact and engagement point between Service Management and Ricoh Internal Departments to assist with the effective management of all in life services delivered to our customers. Ensuring performance against agreed Service Levels, Key Performance Indicators whilst achieving a high level of customer satisfaction/retention within agreed budget requirements.

• To create Management Information to using the MS Office suite and Power BI Dashboards.
• To be a point of contact and escalation point for Customer and Internal queries; to either resolve queries or acknowledge and redirect them appropriately.
• To promote and build an engaged and strong working relationship between Managed Services - Service Delivery and Internal Departments including but not limited to Billing, Supply Chain, Service Operations, Reporting team.
• Track, report and coordinate IMAC, Service, Operational and Financial activities relevant to Service Delivery customers to support pro-active management, meet customer requests and meet SLA s and KPI s. Tools utilized will be MS Office, Oracle, Siebel, AtRemote and other business tools.
• To help maintain knowledge management systems (SharePoint) ensuring up to date information, processes and tools and new information is published in a timely manner.
• To provide administrative support to Service Delivery projects to facilitate successful outcomes.
• Customer Satisfaction -As part of the CSI process to support, carry out and evaluate regular customer satisfaction surveys and support improvement plans.
• Commercial Awareness To support the billing and invoice cycle of all service lines including management fees. To understand the Service Delivery pricing structure and understanding management fee Vs Service Delivery time ensuring the contract and time spent are in line with the requirements and descriptions with the SOW/ Contract / Operations Manual.
• To support a culture of continuous improvement through innovation to enhance the relationship between Service Delivery and Internal Departments.

We are an equal opportunities employer

We are an equal opportunities employer

We are open to discussing adjustments to the recruitment process if needed. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

Striving for inclusion and diversity isn t just the right thing to do. Diverse approaches, perspectives and experiences make us more innovative, lead to better decisions and help us better understand the needs of our customers.

To empower you to bring your full identity to work, we have employee-led affinity groups in LGBTQ+, gender and ethnicity that allow members to explore issues and challenges surrounding shared identities, experiences and beliefs.

Click here to learn more about life at Ricoh.