Service Delivery Coordinator

About the Role

Fusion5 is seeking a proactive Service Delivery Coordinator to join our Customer Success team located in Auckland, Wellington, or Christchurch, New Zealand. In this pivotal customer-facing role, you will support the delivery of services post-implementation for a portfolio of Australian-based clients. Acting as a key point of contact, you will coordinate workload, communication, reporting, and light project management tasks to ensure smooth service operations and build strong trust with customers and internal teams. The role operates during Melbourne business hours (AEST/AEDT) and aligns with Australian public holidays, reporting to our Australian team.

Key Responsibilities

• Assist Service Delivery Managers by supporting and coordinating delivery for an assigned customer portfolio.
• Manage daily customer activities including business-as-usual support and work orders with timely and clear communication.
• Prepare meeting agendas, document minutes and action items, and maintain up-to-date customer records.
• Coordinate customer success work orders and smaller projects, assigning appropriate project resources.
• Generate monthly and ad-hoc reports to support service reviews and facilitate informed decision-making.
• Maintain PartnerPlus administrative tasks including supporting internal and customer meetings, managing reporting, verifying invoice accuracy, and tracking overrun hours.
• Conduct monthly reviews of iHelp issues with customers and follow up on escalations to prevent service-level agreement breaches.
• Assist in managing Priority 1 incidents through to resolution, including support outside normal business hours when necessary.
• Ensure contracts, work orders, and licenses are accurately managed, including compliance and renewal of annual maintenance.
• Support sound commercial practices by ensuring all work orders, change requests, and statements of work are signed prior to commencement of work.

Candidate Profile

• Experience within service delivery, customer coordination, professional services, or a customer center.
• Able to handle multiple concurrent tasks including work orders, stakeholder management, reporting deadlines, and customer communications with confidence.
• Excellent written communication skills combined with a responsive and professional approach to correspondence.
• Strong organisational skills with high attention to detail and initiative to proactively resolve issues.
• Some exposure to project coordination or project management; formal certifications such as ITIL Foundation are beneficial but not essential.
• Ability to work effectively in ambiguous situations maintaining momentum and a practical, solution-oriented attitude.
• A relevant tertiary qualification and/or ITIL Foundation certification is desirable but not mandatory.

What Fusion5 Offers

• Flexible working arrangements that emphasize a healthy work-life balance.
• An inclusive, high-trust environment fostered through collaboration and shared success.
• Additional benefits such as birthday leave, volunteer days, and regular company and team events.
• Opportunities for personal growth in service delivery, coordination, and commercial skills development.
• Working alongside a talented and caring team committed to achieving meaningful outcomes for clients.

Additional Information

The role is based in New Zealand with a requirement to work aligned to Melbourne’s time zone and public holidays. Fusion5 is recognized as a transformation partner, focusing on elevating clients’ business capabilities with advanced technology including cloud, AI, and security solutions.