Service Level Coordinator

Inbox Business Technologies is looking for a dedicated Service Level Coordinator to join our team. The Service Level Coordinator will play a crucial role in managing service level agreements (SLAs) and ensuring the consistent delivery of high-quality IT services to our customers. This position involves close collaboration with both internal teams and external partners to monitor and report on service performance, and to implement strategies for improvement.

• Monitor service delivery performance against defined SLAs and prepare regular reports for management review.
• Collaborate with service delivery teams to ensure compliance with SLAs and address any performance issues that may arise.
• Act as a primary contact for stakeholders regarding service level agreements, service performance, and quality assurance.
• Facilitate regular SLA review meetings with internal teams and stakeholders to discuss performance metrics and action plans.
• Provide recommendations for process improvements and implement corrective actions when necessary.
• Document and update policies and procedures related to service level management.
• Assist in the development of service level agreements and ensure they meet the business needs.
• Ensure effective communication of service level expectations across relevant teams.

Description:

• Responsible for entertaining calls 24/7
• Coordinate with DHL for shipment of parts 24/7 via calls
• Tracking good and faulty parts
• Responsible for Dell Partner Portal update
• Follow-up with Engineers & Coordinators
• Responsible for updating daily SER sheet
• Follow-up with the concerned team for new SER via emails
• Daily OCB Report for all pending calls
• Align tasks to the team and follow up
• Responsible for resolving the project’s operational issues
• Coordinate with Dell Support teams, Dell Management, Customer & Project team to keep the service flow smooth