Service Delivery Coordinator

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.

Responsibilities

Assist with onboarding new customers by coordinating introductory meetings, providing portal and Authorized Access List (AAL) requirement training, and assisting with customer deliveries; Work with site Operations and Service Delivery teams to prepare customer reports (Operations, SLA, Security, Escalation, change management, Smart Hands Services); Maintain customer payment task records (cleaning, waste, rack energisations) ensuring vendors are paid and clients are billed; Respond to customer requests and collaborate with Operations to resolve issues and escalations; Support the Building Services Manager/Coordinator to ensure continuity of Soft Service Functions; Schedule, coordinate and lead ongoing customer meetings and events; Maintain accurate contact information for all customers; Prepare correspondence, memos, programs, organise and attend meetings and take minutes; Document and track certificates of insurance for customers; Coordinate access, logistics, meeting room bookings, maintenance and Smart Hands requests; Assist in maintaining lease-related files and uploading documentation to SharePoint; Ensure continuity of Operations through cross coverage for the SDC role; Establish and maintain relationships with internal and external customers and vendors; Facilitate and document customer and operations meetings and track actions until completion; Update and maintain trackers for customer-related auxiliary costs; Prepare customer and operational reports; Draft customer supplemental service orders and proposals; Raise purchase order (PO) requests for vendors; Review customer contractual clauses for compliance by the operations team; Assist in customer audits; Liaise with AirTrunk Finance team to ensure customer POs and invoices are accurate and timely; Ensure customer security protocols (e.g. government security clearances) are adhered to and process customer access requests within agreed timeframes

Requirements

Fluent in both English and Japanese (bi-lingual); Japanese proficiency at JLPT N2+ equivalent; Excellent communicator able to respond to sensitive issues, complex inquiries or complaints; Strong time and organizational skills; Ability to comprehend, analyse and interpret complex operational documents with attention to detail; Capability to learn and ramp up quickly, particularly in the first 6 months; Ability to align goals with department and company goals; Proficiency in Microsoft Office suite (Word, Excel, Outlook, Project, MS Visio); Onsite, full-time, based in Tokyo, Japan