Service Delivery Coordinator

About Fusion5 and the Role

Fusion5 is a Transformation Partner helping organisations across Australia and New Zealand leverage technology including business applications, cloud, AI, and security to achieve their business goals. We are enhancing our Customer Success and Service Delivery teams and are looking for a proactive Service Delivery Coordinator based in Auckland, Wellington, or Christchurch, New Zealand.

This pivotal, customer-facing role requires you to ensure smooth service delivery, combining coordination, communication, reporting, and project management tasks. You will act as a reliable contact point for customers post-implementation to keep delivery on track and foster trust with both clients and internal stakeholders.

Key Responsibilities

• Support Service Delivery Managers in managing service delivery for a portfolio of Australian-based customers.
• Coordinate day-to-day customer activities managing business-as-usual support and work orders, ensuring clear and timely communication.
• Prepare agendas, document notes and actions from customer meetings, and maintain up-to-date customer records.
• Coordinate Customer Success work orders and small projects by assigning appropriate project resources.
• Produce monthly and ad-hoc reports to assist customer service reviews and support decision-making.
• Manage PartnerPlus administration, including support meetings, invoicing accuracy, reporting, and monitoring overrun hours.
• Conduct monthly reviews of iHelp issues with customers, managing escalations to avoid SLA breaches.
• Assist in managing Priority 1 incidents through to resolution, including support outside business hours when necessary.
• Ensure contracts, work orders, and licenses are well managed, including license compliance and annual maintenance renewals.
• Maintain sound commercial practices by ensuring Work Orders, Change Requests, and Statements of Work are signed before commencing work.

Candidate Profile and Requirements

• Experience in service delivery, customer coordination, professional services, or customer center environments.
• Ability to manage multiple tasks simultaneously, including work orders, stakeholder communication, reporting deadlines, and customer relations.
• Strong written communication skills and a timely, professional response approach to emails and inquiries.
• Exceptionally organized with great attention to detail and a proactive attitude toward resolving issues.
• Some experience in project coordination or project management is desirable; formal certifications are advantageous but not essential.
• A pragmatic, solution-oriented mindset capable of maintaining momentum even in ambiguous situations.
• Relevant tertiary qualifications and/or ITIL Foundation certification are beneficial but not mandatory.

Additional Information

This role operates during Melbourne business hours (AEST/AEDT), aligning with Australian public holidays, and reports into the Australian team despite being based in New Zealand.

Benefits

• Flexible working arrangements prioritizing work-life balance.
• A supportive, collaborative culture emphasizing trust and shared success.
• Additional leave days for birthdays and volunteering.
• Regular team and company events to foster camaraderie.
• Opportunities for growth in service delivery, coordination, and commercial skills.
• Work alongside motivated colleagues committed to delivering valuable outcomes.

If you thrive on customer engagement, managing service delivery details meticulously, and ensuring nothing is overlooked, Fusion5 offers a dynamic and gratifying environment for your career progress.