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About the Role

The Service Delivery Coordinator provides effective delivery of digital services by coordinating day-to-day activities, monitoring and responding to requests, and ensuring issues are followed through for a consistent and reliable client service. The role also supports internal project management, business reporting, and communications.

Responsibilities

Coordinate the day-to-day delivery and support of digital requests for the APNA Digital Services team.
Triage incoming service requests.
Manage all open requests, ensuring they are prioritized, assigned, and progressed to resolution.
Act as a central point of coordination for service requests, following up with delivery teams and keeping clients informed of progress.
Track outstanding issues, actions, and dependencies, escalating risks or delays as needed.
Support the consistent application of service management processes and identify opportunities to improve client experience.
Assist with onboarding new Digital Services team members in APNA.
Provide project management support for internal projects, including preparing documentation, maintaining records, organizing meetings, following up on actions, and providing status and budget reporting.
Draft and format updates, newsletters, and other communication materials for internal audiences.
Support team events, forums, and engagement activities, including preparation of materials and follow-up communications.
Monitor incoming service requests and ensure they are appropriately prioritized, assigned, and progressed through to resolution.
Build and maintain positive relationships with digital teams and internal and external clients.
Support the coordination and delivery of internal Digital Services projects and improvement initiatives.
Work with Marketing & Communications and Digital Services Business Development team members to prepare and coordinate Digital Services communications for internal audiences.
Support team events, forums, and engagement activities.

Requirements

Strong time management and organisational skills with the ability to manage multiple tasks and follow up on actions.
Professional written and verbal communication skills, with confidence communicating with different stakeholders.
Strong attention to detail when maintaining records, preparing reporting, and coordinating team actions.
Experience using Microsoft Office and service desk tools, such as ServiceNow, is desirable.
An interest in service management and digital delivery.
Commitment to Mott MacDonald’s PRIDE values (Progress; Respect; Integrity; Drive; Excellence).
A self-starter mentality with a desire to apply initiative and new ideas, comfortable working in a dynamic, evolving environment.
An open-minded, collaborative attitude; a strong sense of team spirit; vision driven.

Skills

Time management
Organisational skills
Task management
Action follow-up
Written communication
Verbal communication
Stakeholder communication
Attention to detail
Record maintenance
Reporting
Microsoft Office
Service desk tools (e.g., ServiceNow)
Service management
Digital delivery
Project management
Communication drafting
Event support

Location

APNA

Work Type

Full-time
Agile working environment

Education Level

Certification, diploma or other tertiary qualification in information systems, business administration, project management, or communications.

Benefits

Agile working environment, supporting our people to work flexibly
Discretionary Group and Personal Performance Bonuses for eligible employees
Employee resource groups including the Inclusive Network for Women, Corporate Social Responsibility and more
Annual Health Checks and ongoing professional development

About the Company

Mott MacDonald is a vibrant and forward-thinking engineering, management, and development consultancy.
Working together as a global team we plan, design, deliver and maintain the transport, energy, water, buildings, and wider infrastructure that is integral to people’s daily lives.
We value excellence in every dimension of our business and continuously seek opportunities to improve what we do and how we do it.
We employ brilliant people who combine their diverse skills and experiences to achieve brilliant things.
Whether you want to specialise or broaden your experience, you'll be supported by global specialists eager to share their expertise.
With numerous opportunities to learn and grow, the possibilities are as diverse as our people.
Working as a connected global team, we deliver impactful projects that shape the future.
The Digital Services team supports the delivery of digital platforms, solutions, and projects for Mott MacDonald’s external and internal clients.

Equal Opportunity

Mott MacDonald celebrates diversity and inclusion, offering a supportive work environment that values work-life balance, diversity, inclusion, and equity.
We welcome diverse applicants, including First Nations People, people with disabilities, members of the LGBTQIA+ community, and people of all genders, neurodiversity, cultural backgrounds, age groups, and those with intersectional identities.
We endorse a diverse and inclusive workplace, and look to provide suitable opportunities for employees.