Join our Talent Network
Skip to main content
Digital Realty
×

Operations

Service Planning Coordinator

  Calle albasanz 71, Madrid

Overview

RESPONSABILITIES & DUTIES

 

The Service Planning Coordinator (SPC) oversees and coordinates all service requests and manages Routing / Allocation of Post-installation tickets coming from different systems like Ultimo, ECSC, Customer portal, Service Now. The SPC is handling the administration regarding the installation and/or de-installation of Cross connects / Cloud connects, Migration, Multi-home. The SPC is monitoring the SLA’s and coordinating the execution teams of CS and FM during the RUN phase. The SPC prepares process and procedures instruction and provides reporting.

 

The position reports directly to Service Operations Manager. Internal contract is with the operations function especially with Facility Management, Customer Services and Resource Planning and within local office. External contact is with customers and suppliers.

 

Operations controlling

  • Provision of analysis and decision support to the Manager Operations Manager and other stakeholders within the company with the aim of improving the operational financials.
  • Operational expenses controlling.
  • Reporting, analysis and interpretation of KPI`s and financial information in order to appraise operating results in terms of profitability, performance against budget etc.
  • Collaborates and cooperates with respect to financial improvements and operational savings.
  • Managing planning and control procedures. Providing financial performance and analyses department reports.
  • Budget preparation and providing financial rolling forecasts, including ‘actuals’ tracking.

 

Service Planning

  • Act as the single point of contact for all Customer Service requests (eg. pre cabling, cross-connects and Hands & Eyes)
  • Professional processing of service requests, post-installation tickets, pre cabling, cross-connect and cloud connect installation requests received through the internal ERP systems (eg. Ultimo, ServiceNow)
  • Prioritize the L1, L2, and L3 service requests (maintenance and customer)
  • Manage suppliers requests and the administration needed to enable suppliers to process orders
  • Receive and dispatch customer maintenance tickets to the Service Operations department
  • Perform tasks according to the contract SLAs and resolve escalations
  • Provide Service reports on a regular basis

 

 

 

 

Purchasing and contracts management

  • Single point of purchase management by an internal software tool
  • Real time updating of cost control (Opex and Capex)
  • Contracts management. Renewals, new contracts, cost control, administrative collaboration on Request for Proposal processes
  • Documentation management related

 

Assets and Maintenance management

  • Asset management. Administrate and keep updated management tool.
  • Coordinate with providers and engineers’ maintenance planning by the maintenance management tool.
  • The quality process at the end of the maintenance management to assure documentation management and planning commitment
  • Administrate and keep updated management tool
  • Assets Warranty management
  • Documentation management related

 

ESSENTIAL KNOWLEDGE

 

  • Proficient with ERP / CRM / Customer Service Systems (e.g. Service Now)
  • Experienced with Operations procedures, KPIs, ticketing systems
  • Experience in Project Management is a plus
  • Experience with project planning / scheduling and reporting
  • Spanish & English Fluent

 

Want to know more about this position?

Get in touch with:

Pablo Navarro

Pablo Navarro

Recruiter

Send me a message

Your future colleagues

“I enjoy making our customers happy.”

Charlene G.
Senior Customer Success Manager, APAC

“It’s satisfying to work with such a collaborative group of talented yet humble people.”

Peter A.
VP of Design and Construction, Australia

“My team is amazing and getting to work with them makes every day memorable.”

Crystalyn R.
Real Estate Manager, Dallas, TX

“We all have a voice and are heard.”

Demi P.
Assistant Real Estate Manager, Portfolio Operations, Piscataway, New Jersey