Service Delivery Coordinator (Remote)

DataBank enables the world's largest enterprises, technology, and content providers to consistently deploy and manage their infrastructure, applications, and data on the right platform, at the right time, in the right place. Our colocation and edge infrastructure footprint consists of 60 data centers and 20 interconnection hubs in 29 markets, on-ramps to an ecosystem of cloud providers, and a modular edge data center platform with virtually unlimited reach.

DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.

The Service Delivery Coordinator is the primary liaison between our internal field, engineering teams and an end customer for a particular service installation. Your work will involve heavy levels of internal and customer-facing communication. The primary goals are providing excellent customer service and working with internal and external stakeholders to ensure on-time delivery following customer and company expectations.

Responsibilities

• Manage Colocation orders through entire delivery process. (Customer Signature to Billing).
• Oversee milestones and communications with Customers throughout the delivery and post-delivery process.
• Guide local market operation Project Managers for the prompt delivery of key elements for project implementation including SOW, designs, vendor quotes, equipment delivery and installations.
• Handle and resolve customer problems that are escalated for management attention.
• Organize and coordinate all internal organizations for the timely and accurate implementation of complex projects.
• Maintain project management tools by using database management and leveraging ordering systems and reports.
• Communicate directly with customers to communicate implementation schedule, ongoing project status, issues and responses to questions. The communication vehicle will be via face-to-face meetings, email, and / or conference calls at regularly scheduled intervals.
• Provide post installation support services, trouble ticket resolution, and effective communication with internal departments.
• Raise capacity issue / concerns with management team.
• Adherence and enforcement of established company security standards.
• Flexible and adapts well to a constantly changing environment.
• Will manage multiple deadlines.
• Other duties as assigned.
• Daily tracking / follow-ups on order delivery.
• Daily / Weekly e-mails and / or calls with customers.
• Daily work with the product team and local field teams to ensure cross-connects are ordered and completed in a timely manner.
• Attend customer final turn up calls.
• Track and identify vendor delays.
• Daily follow ups with all involved in delivery of service for customer orders (Sales Engineer, Engineers, Project Manager, Other Internal Teams and Circuit Design).

Qualifications

Benefits