Service Delivery Coordinator

Want to be a part ofAsia Pacific & Middle East's (APME) largest, most innovative, and rapidly growing data centre company?

AirTrunk is a hyperscale data centre company with a powerful purpose - to scale and sustain the relentless growth of the region’s digital future. We do this by continuously redefining and delivering the digital infrastructure that meet the needs of our customers - the world’s most transformational companies. And we’re 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…

Come join the A-Team at AirTrunk, where the cloud meets the ground.

ASnapshot 

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. Site based role. 

Your mainobjectives will be to:  

• Assist with onboarding new customers by coordinating introductory meetings, providing portal and Authorized Access List (AAL) requirement training, and assist 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 required by the customer.
• Maintain customer trust payment task records (including cleaning, waste, rack energisations) ensuring the 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, organise & 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 deliver best-in-class operational customer services.
• Take ownership in the role and relationship with customers. Ensure customer interactions are efficient, clear, straightforward and time critical. 

Your Day to Day 

As the Service Delivery Coordinator, your daily responsibilities will include, but not limited to, the following key tasks, along with tackling a variety of other exciting challenges: 

• Facilitate anddocumentcustomer and operations meetings, and ensure all actions are recorded. 
• Trackprogress andcompletion with action owners until completion. 
• Respond to customer queriesand work requestspromptly and diligently. Ensureongoing issues are followed up, tracked and closed out. 
• Update andmaintain trackers for customer-relatedauxiliary costs.  
• Prepare customer and operational reports,ensuring accuracy andtimely delivery. 
• Draftcustomersupplemental service ordersand proposals. 
• Raisepurchase order (PO) requests for vendors. 
• Review customer contractual clauses to ensure compliance bythe operations team. 
• Assist in customer audits, ensuring main stakeholders are available and necessarydocumentation isprepared and available. 
• Providegeneral administrativesupportrequired for theService Delivery Team.  
• Assist in resolving defects and ad hoc items in the customer’sancillary spaces (offices, storerooms, SOR, shredder rooms). 
• Ensure customer site interfacing documents and contact details are kept up to date. 
• Facilitate onboarding and training ofnew customers inAirTrunk service management tools and operational processes. 
• Liaise withAirTrunk Finance team to ensure customerpurchase orders (POs) and invoices areaccurate and processedin a timely manner. 
• Ensure customer security protocols (e.g. government security clearances) are strictly adhered too and processcustomer access requests within agreedtimeframes.  

Requirements 

To perform this role successfully, the suitably experienced individual must understand and demonstrate the basic tenets of leadership. The items in the list below are representative of the knowledge, skill, and/or ability required for satisfactorily meet the expectations of the role. 

• Role will be based in Tokyo, Japan. *Onsite – Fulltime, key to fulfilling duties for this role. 
• Must be bi-lingual, fluent in both English and Japanese. 
• Capability to learn and ramp up quickly, particularly in the first 6 months. 
• You are an excellent communicator with the ability to effectively respond to sensitive issues, complex inquiries or complaints from customers, peers and management. 
• You have strong time/organizational skills 
• Ability to comprehend, analyse and interpret complex operational documents with attention to detail. 
• Ability to understand that goals to be aligned to department and company goals.  
• Other Skills – Proficiency in Microsoft Office suite – Word, Excel, Outlook, Project & MS Visio 
• Proficient interpersonal skills (written, verbal, and presentation) in both English and Japanese (JLPT N2+ equivalent).