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About the Role

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. This is a 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, including Operations, SLA, Security, Escalation, change management, Smart Hands Services, and other requirements as needed by the customer.
Maintain customer trust payment task records, ensuring 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, organize & 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 delivers best-in-class operational customer services.
Take ownership in the role and relationship with customers, ensuring customer interactions are efficient, clear, straightforward, and time-critical.
Facilitate and document customer and operations meetings, and ensure all actions are recorded.
Track progress and completion with action owners until completion.
Respond to customer queries and work requests promptly and diligently, ensuring ongoing issues are followed up, tracked, and closed out.
Update and maintain trackers for customer-related auxiliary costs.
Prepare customer and operational reports, 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 available and necessary documentation is prepared and available.
Provide general administrative support required for the Service Delivery Team.
Assist in resolving defects and ad hoc items in the customer’s ancillary spaces.
Ensure customer site interfacing documents and contact details are kept up to date.
Facilitate onboarding and training of new customers in AirTrunk service management tools and operational processes.
Liaise with AirTrunk Finance team to ensure customer purchase orders (POs) and invoices are accurate and processed in a timely manner.
Ensure customer security protocols are strictly adhered to and process customer access requests within agreed timeframes.

Requirements

Capability to learn and ramp up quickly, particularly in the first 6 months.
Excellent communicator with the ability to effectively respond to sensitive issues, complex inquiries, or complaints from customers, peers, and management.
Strong time/organizational skills.
Ability to comprehend, analyze, and interpret complex operational documents with attention to detail.
Ability to understand that goals are to be aligned to department and company goals.

Skills

Proficiency in Microsoft Office suite – Word, Excel, Outlook, Project & MS Visio

Location

Sydney, Australia

Work Type

Onsite
Fulltime

Benefits

Benefits empower AirTrunkers to stay positively charged.

About the Company

AirTrunk is Asia Pacific & Middle East's (APME) largest, most innovative, and rapidly growing data centre company.
AirTrunk is a technology company with a powerful purpose - to scale and sustain the relentless growth of the region’s digital future.
We continuously redefine and deliver hyperscale data centres that meet the needs of our customers - the world’s most transformational companies.
We are 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…
Working at AirTrunk is a once in a lifetime opportunity to fast-track your career and amplify your impact.
We help you Grow@Hyperscale and unleash your full potential.
The pace in which we operate means you’ll feel an electric atmosphere at AirTrunk.
We are a team of challengers and collaborative problem solvers who break new ground every day.
We live our values, go above and beyond, and are dynamic, transparent, and responsive.
Every AirTrunker brings their own unique background and diverse perspective to find solutions to problems that matter.
We make sure you have everything you need to make your mark and thrive in a flexible and safe working environment, where everyone feels welcome.

Equal Opportunity

To all recruitment agencies: AirTrunk does not accept agency resumes. Please do not forward resumes to our jobs alias, AirTrunk employees or any other organisation location. AirTrunk is not responsible for any fees related to unsolicited resumes.