Technical Delivery Coordinator

Axiell is the world’s largest vendor of museum management software, serving over 3,000 customers in over 30 countries.  With offices in the UK, Europe, Middle East, North America, and Australia, we deliver powerful software solutions to natural history museums, cultural history museums, art museums, herbaria, botanic gardens, archives, and libraries across the world.  We are considered leaders in our field with our technology used by many of the largest and most well recognized museums and institutions in the world.

WORK DESCRIPTION

We are looking for an individual with some technical experience and wider infrastructure awareness to join our IT department. You will ensure the day-to-day response of our technical teams to service incidents and delivering Continuous Improvement is strong and that customer expectations are well managed.  Reporting to the Head of Operations, Group IT, your work will oversee the tickets and projects raised by our businesses across the globe which support both our customer-facing infrastructure and workplace IT. The main objective of this role is to raise the quality of our initial response to issues (including high priority incidents), and ensure they are managed through to completion effectively.

TO QUALIFY FOR THIS ROLE, YOU WILL NEED:

  • Wider technical awareness and ideally at least 1 year of experience or equivalent in application management

  • Relevant qualifications or equivalent experience, in Information Systems Technology

  • Basic technical skills (ideally in the following areas):

    • Servers and Virtualisation

    • Application management

    • Workplace technology

  • To see patterns in incidents and identify continuous improvement actions to reduce repetition

  • An ability to understand and quality-assess project plans

  • Experience in coordinating tasks, resources and communications to optimise the delivery of products to our customers, both internal and external

  • To take initiative and remain calm under pressure where tensions and high-priority issues arise, providing leadership wherever needed

  • Organizational skills and the ability to work in a fast-paced and constantly changing environment

  • Good communication skills, both oral and written

  • To be a flexible team player with a willingness to learn on the job from peers and through formal training

AS PART OF THIS ROLE, YOU WILL:

  • Hold constant oversight of the overall ticketing situation and organise our response to incoming technical work on our help desk system from our teams across the globe

  • Identify continuous improvement tasks, and work with the team to implement them

  • Coordinate with the delivery teams in business units, and the technical team in Group IT

  • Resolve prioritisation together with the stakeholders

  • Provide regular progress updates to ticket initiators and project delivery teams

  • Provide reporting and insights to management on progress, and prepare summary monthly summaries

  • Resolve some technical issues or simple tickets (depending on skills set)

  • Onboard customers (depending on skills set)

  • Ensure that tickets have appropriate response times and that customers are kept informed

  • Participate and lead initiatives assigned by management from time to time

WE OFFER

This is an excellent opportunity for any motivated individual looking for a career with a global software and services company offering excellent career progression and a unique and fun work environment.  Axiell also offers employees the option of a hybrid / flexible work schedule.

You may well be an early career technologist wanting to expand your management and technical horizons, all the way through to someone more experienced in coordinating Service Delivery and now looking to make a real difference in our company and to the worthy institutions who are our customers.

SOUNDS GREAT! HOW DO I APPLY?

To apply, please send us your up-to-date resume and covering letter explaining why you are interested in the position, how you are uniquely qualified for the role, and your salary expectations.

Don’t meet every single requirement?  Your overall attitude and judgement are more important than ticking every box. At Axiell, we are dedicated to building a diverse and inclusive workplace and are committed to the principles of employment equity.  If you’re excited about this role and Axiell then we encourage you to apply and tell us why you are the perfect candidate we’re looking for!

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