Service Coordinator

The Service Coordinator is responsible for handling short-cycle cases and changes. The Service Coordinator does this by organizing themselves 'around the customer', together with a group of engineers, the Service Consultants, and the ultimately responsible Service Managers. Everything in this role is aimed at the timely and correct handling of reported cases, changes, and the management of the maintenance teams. In this regard, the SLAs with our customers are naturally the guide, but customer satisfaction is our goal.

You are, so to speak, on a tandem with the Service Manager: together you are a unit towards the customer, whereby the Service Manager can rely on 'the operation' being handled smoothly by you. You can rely on the fact that at moments of desirable or necessary consultation, the Service Manager offers a listening ear and helps determine direction, where the customer's interest always comes first.

The customer finds their primary point of contact in the Service Coordinator and relies on them as their support and mainstay to easily discuss the daily course of affairs and be left with the good feeling that everything will be taken care of.

In the world of digital transformation that is becoming increasingly complex, the success of the Service Coordinator is inextricably linked to the success of our customers. You 'manage and mediate' daily, with the customer as the central focus. You know how to find your way within and outside our organization to realize this. Are you someone who dares to stand up for something and does not let go until it is resolved? Then the position of Service Coordinator is tailor-made for you.

You often work under time pressure and are continuously dealing with the balance between new ad-hoc tasks and ongoing matters. You are responsible for the prioritization of the workload. At the same time, you are the link between the customer and management groups and handle the communication regarding progress. The information is accurately processed by you in the Service Management System. Many customers also rely on the quality of our services outside of regular office hours. Additionally, you participate in on-call services according to a roster. During these shifts, you are reachable outside of regular working hours when necessary.

You stay current in your field, among other things, through your involvement with your regular customers. Because we want to remain and be innovative, there is of course also time to attend relevance sessions at various suppliers or to follow training courses. You are recognizable by your involvement, your enthusiasm, and your knowledge of service delivery and service. For this position, you are primarily service-oriented and customer-oriented. That is all we ask. Although, as a Service Coordinator, you naturally have expertise, including:

• You know better than anyone how to empower a colleague;
• You can surprise a customer or colleague with your commitment;
• Especially when the pressure increases, you know how to keep your head cool;
• You get a kick from putting things in order;
• You know how to make the assessment of how and with whom you communicate;
• Listening, summarizing, and asking follow-up questions is in your DNA;
• You are a true service provider and derive your energy from it.
• Additionally, you have several years of experience within an IT service department, including a coordinating role.
• Ideally, you have already obtained an ITIL 4 certification, or you are willing to obtain it.