Service Delivery Co-ordinator

You will be responsible for coordinating the steady state service delivery to one or more client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction contributing to the safe & reliable running of UK rail. What will you be doing?

• Responsible for delivering NRT services that meets SLA and delights the customer;
• Forge and manage strong working relationships with Customers and all the teams across NRT, NR & 3rd party partners to provide the highest delivery quality to clients;
• Matrix-management of the client, internal & external teams to provide consistent Service Delivery against OLA’s and SLA’s developing strong relationships providing trustworthy single point of contact for assigned orders;
• Achieving productivity improvements by owning process creation, reviews & continuous service improvements;
• Assist the Service Delivery Manager in proactively identifying service improvements to improve team performance against KPI’s, OLA & SLA’s.
• Support the development and maintenance of NRT's OSS & asset management database to maintain accurate inventory
• Maintain necessary documentation of process' on customers orders including key Customer Contact Management communications
• Understand NRT business and client strategy in order to deliver to customer expectations.
  
  Proven track record in Delivering high levels of customer service & satisfaction in rapidly changing and competitive telecoms environments
• Experience in Customer Contact Management including Escalation Management
• Excellent communication skills
• Strong telecom service management operations acumen with a “lead by example” and “can do” attitude
• Knowledge of telecoms operational and business support systems
• Operating in a continuous service improvement (CSI) environment and being proactive in developing processes
• Knowledge of Telecoms Products & Services (Voice & Data)
• Systems and IT literate
  
  The railway has seen nearly 200 years of technology and innovation that has transformed how we provide services to passengers and freight customers. Technology is continuing to transform the railway industry. Imagine an exciting environment where Digital, Data, and Technology (DDaT) are not just buzzwords but the driving force behind every operation, every decision, and every solution. As part of the DDaT directorate, you have a unique opportunity to enable our customers and industry partner with modern and transformative technology. From the day-to-day IT operations that keeps a national railway running, to the extensive delivery programmes that our helping to reshape the railway – we are at the forefront of all of it. We operate with a talented and passionate workforce, fostering empowered individuals and teams who understand that technology is not just a tool – it's the catalyst for progress, especially in an ever-demanding industry where change is a constant.
Get ready to embark on a journey where your skills will not just be utilised; they'll be honed and expanded. You're not just joining a team; you're becoming part of a collective force helping to build and operate a railway fit for the next 200 years!

Remote working opportunity! this role requires working in the office 2/3 days a week You can visit Evenbreaks Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application. Network Rail Benefits - We’re an organisation where people matter. We matter to millions. Generous annual leave (28 days plus statutory days), with the option to buy/sell days. Defined benefit pension scheme. 75% subsidy on rail and underground season tickets. Up to 75% off leisure travel for you and your family (subject to terms and conditions) ️ Interest-free travel loan for train and car park season tickets. Discounts at stations with your Network Rail pass. Flexible/hybrid working arrangements. ️ Volunteer leave to make a positive impact. Healthcare Scheme, GymPass discounts, Cycle to work plus more. We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments