Working within the Project Controls Function, the purpose of the Fulfilment Coordinator is to provide end to end support and management for all client service requests within a single account. They play a proactive role in promoting service management methods and standards. This role has a strong focus on the management and coordination of a Telecoms order management process, this involves liaison with internal and external stakeholders to ensure Service Level Agreements (SLA’s) are met and quality outputs are achieved.

Job title:

Service Request Fulfilment Coordinator - 1/2

Job Description:

• Day-to-day management of the Work Order process for incoming requests from the customer and managing the end to end process within agreed SLA’s. This includes but is not limited to;
  • Reviewing requests for completeness and proactively seeking additional information where required
  • Engaging with internal and external contributors to develop and write proposals
  • Liaising with 3rd parties to deliver network moves, adds and changes
  • Providing updates on order requests as required (circuits/hardware etc.)
  • Document management
  • Reporting to both internal and external stakeholders on a weekly basis including the preparation of reporting packs
  • Following up actions and providing updates to the client, capturing the communication centrally.
  • Responsible for escalations to PMO Programme Manager/ Controls Director.
• Prepare materials for and lead the Proposal Assurance Board (PAB) process, documenting outcomes and progressing approvals within agreed SLA’s
• Responsible for reviewing all proposals to ensure all internal actions have been completed prior to submission to the client.
• Attend and Chair delivery governance meetings to provide progress status updates for completion of the proposal and delivery stage work orders, including preparing a weekly/ monthly report.
• Raising Purchase Orders and Invoice requests
• Track the status of work order updates on a weekly basis, including the extraction of data from the ITSM tool
• Continual review of processes to ensure these remain fit for purpose in a changing environment
• Utilise stakeholder management skills to ensure colleagues are following appropriate governance and processes.
• Ad-hoc tasks as an when required to support the wider Controls Function
• Day-to-day management of the Work Order process for incoming requests from the customer and managing the end to end process within agreed SLA’s. This includes but is not limited to;
  • Reviewing requests for completeness and proactively seeking additional information where required
  • Engaging with internal and external contributors to develop and write proposals
  • Liaising with 3rd parties to deliver network moves, adds and changes
  • Providing updates on order requests as required (circuits/hardware etc.)
  • Document management
  • Reporting to both internal and external stakeholders on a weekly basis including the preparation of reporting packs
  • Following up actions and providing updates to the client, capturing the communication centrally.
  • Responsible for escalations to PMO Programme Manager/ Controls Director.
• Prepare materials for and lead the Proposal Assurance Board (PAB) process, documenting outcomes and progressing approvals within agreed SLA’s
• Responsible for reviewing all proposals to ensure all internal actions have been completed prior to submission to the client.
• Attend and Chair delivery governance meetings to provide progress status updates for completion of the proposal and delivery stage work orders, including preparing a weekly/ monthly report.
• Raising Purchase Orders and Invoice requests
• Track the status of work order updates on a weekly basis, including the extraction of data from the ITSM tool
• Continual review of processes to ensure these remain fit for purpose in a changing environment
• Utilise stakeholder management skills to ensure colleagues are following appropriate governance and processes.
• Ad-hoc tasks as an when required to support the wider Controls Function