Service Delivery Coordinator

About AirTrunk

Role Overview

Workplace and Schedule

• The role is based in Sydney, Australia and is onsite full time because physical site presence is key to fulfilling its duties.

Customer and Operations Support

• Support new customer onboarding through meetings, portal and Authorized Access List training, and customer delivery coordination.
• Prepare customer reports covering operations, service levels, security, escalations, change management, and Smart Hands services.
• Respond to customer requests and collaborate with Operations to resolve issues and escalations.
• Support continuity of soft service functions and provide cross-coverage for the Service Delivery Coordinator role.
• Coordinate access, logistics, meeting room bookings, maintenance, and Smart Hands requests.

Coordination and Documentation

• Schedule and lead customer meetings and events, record actions, and track them through completion.
• Maintain customer contacts, site interfacing documents, insurance certificates, and lease-related files.
• Prepare correspondence, memos, programs, minutes, reports, service orders, and proposals.
• Facilitate customer training in service management tools and operational processes.
• Assist with customer audits and ensure required stakeholders and documentation are available.

Commercial and Compliance Duties

• Maintain customer trust payment task records and coordinate vendor payments and client billing.
• Update trackers for customer-related auxiliary costs and liaise with Finance on purchase orders and invoices.
• Raise vendor purchase order requests and review contractual clauses for operational compliance.
• Process customer access requests and ensure customer security protocols are followed.
• Assist with defects and ad hoc issues in customer ancillary spaces.

Candidate Profile

• Excellent communication skills for sensitive issues, complex inquiries, and customer complaints.
• Strong time-management and organisational skills.
• Ability to interpret complex operational documents accurately and with attention to detail.
• Ability to align individual goals with department and company goals.
• Ability to learn and ramp up quickly, especially during the first six months.
• Proficiency in Microsoft Office, including Word, Excel, Outlook, Project, and Visio.

Culture