Service Delivery Coordinator

Service Delivery Team ad hoc items in the customer’s ancillary spaces ( offices storerooms, SOR, shredder rooms)

About AirTrunk

Want to be a part of

Asia Pacific & Middle East's (APME) largest, most innovative, and rapidly growing data centre company?

AirTrunk is a hyperscale data centre company with a powerful purpose - to scale and sustain the relentless growth of the region’s digital future. We do this by continuously redefining and delivering the digital infrastructure that meet the needs of our customers - the world’s most transformational companies. And we’re doing so sustainably, for today and tomorrow.

Having opened Australia’s first and largest hyperscale data centres in 2017, we set our eyes on rapid expansion and now operate a platform of hyperscale data centres across the APME region. With backing from our investors, including Blackstone, this is just the beginning…

Come join the A-Team at AirTrunk, where the cloud meets the ground.

Responsibilities

• 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

• 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.
• 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
• document
• customer
• and operations meetings
• all actions are recorded.
• Track
• progress and
• completion with action owners
• until completion.
• Respond to customer queries
• promptly and diligently. Ensure
• ongoing issues are followed up, tracked and closed out.
• Update and
• maintain
• trackers for customer-related
• auxiliary costs
• 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 availabl e and necessary documentation is prepared and available.
• Provide
• Assist
• in resolving defects and
• Ensure customer site interfacing documents and contact details are kept up to date
• Facilitate onboarding and training of
• new customers in

Requirements

• for the
• AirTrunk
• service management tools and operational processes
• Li