Digital Services Delivery Coordinator in Sydney

Brilliant people trusted to do brilliant things. Mott MacDonald is a vibrant and forward-thinking engineering, management, and development consultancy. Working together as a global team we plan, design, deliver and maintain the transport, energy, water, buildings, and wider infrastructure that is integral to people’s daily lives. We value excellence in every dimension of our business and continuously seek opportunities to improve what we do and how we do it.

The Digital Services team supports the delivery of digital platforms, solutions, and projects for Mott MacDonald’s external and internal clients. The Service Delivery Coordinator provides effective delivery of these services by coordinating the day-to-day activities to monitor and respond to digital services requests so that requests are managed effectively, issues are followed through, and clients receive a consistent and reliable service. The role will also support the management of internal projects, business reporting and communications. The role is full-time and reports to the APNA Digital Services Operations Manager.

Key Accountabilities

• Coordinate the day-to-day delivery and support of digital requests for the APNA Digital Services team.
• Triage incoming service requests.
• Manage all open requests so that they are appropriately prioritised, assigned, and progressed through to resolution.
• Act as a central point of coordination for service requests, following up with delivery teams and keeping clients informed of progress.
• Track outstanding issues, actions and dependencies, escalating risks or delays where required.
• Support the consistent application of service management processes and identify opportunities to improve the client experience.
• Assist with onboarding new Digital Services team members in APNA.
• Provide project management support for internal projects, such as software trials, by preparing project documentation and maintaining up to date project records, organising project meetings, following up on actions, and providing project status and budget reporting.
• Draft and format updates, newsletters and other communication materials for Digital Services communications to internal audiences.
• Support team events, forums and engagement activities, including preparation of materials and follow-up communications.

Key Responsibilities

• Monitor incoming service requests and ensure they are appropriately prioritised, assigned and progressed through to resolution.
• Building and maintaining positive relationships with digital teams and internal and external clients.
• Support the coordination and delivery of internal Digital Services projects and improvement initiatives.
• Work with Marketing & Communications and Digital Services Business Development team members to prepare and coordinate Digital Services communications for internal audiences and support team events, forums and engagement activities.

Education

Certification, diploma or other tertiary qualification in information systems, business administration, project management, or communications.

Skills/Experience

• Strong time management and organisational skills with the ability to manage multiple tasks and follow up on actions.
• Professional written and verbal communication skills, with confidence communicating with different stakeholders.
• Strong attention to detail when maintaining records, preparing reporting, and coordinating team actions.
• Experience using Microsoft Office and service desk tools, such as ServiceNow, is desirable.
• An interest in service management and digital delivery.

Qualities

• Commitment to Mott MacDonald’s PRIDE values (Progress; Respect; Integrity; Drive; Excellence).
• A self-starter mentality with a desire to apply initiative and new ideas, comfortable working in a dynamic, evolving environment.
• An open minded, collaborative attitude; a strong sense of team spirit; vision driven.

Our company, values, and benefits

Mott MacDonald celebrates diversity and inclusion, offering a supportive work environment that values work-life balance, diversity, inclusion, and equity. We welcome diverse applicants, including First Nations People, people with disabilities, members of the LGBTQIA+ community, and people of all genders, neurodiversity, cultural backgrounds, age groups, and those with intersectional identities. We offer a range of diverse benefits and facilities to make this a great place to be, including:

• Agile working environment, supporting our people to work flexibly.
• Discretionary Group and Personal Performance Bonuses for eligible employees.
• Employee resource groups including the Inclusive Network for Women, Corporate Social Responsibility and more.
• Annual Health Checks and ongoing professional development.