Purpose of the position:
The number one goal of everyone in our team is to provide exceptional customer service. We are a team that helps each other, never saying "that's not my job", we are a high performing team looking to improve every day.
The Project Coordinator works with a growing a team that includes:
* Junior and Senior Helpdesk
* Network and System Engineers
* Managed Services Onboarding and Project Engineers
* Support staff, along with a series of trusted contractors and vendors.
The Project Coordinator has a pivotal role in coordinating projects and managing resources on behalf of the service delivery team to make sure that they're efficient, profitable, happy, productive and (most importantly) continually getting amazing feedback from our clients.
Key Accountabilities and Tasks:
Project Delivery
* Work with the Service Delivery Manager and other business leaders to ensure all projects are delivered on time and on budget
* Act as a central point of contact for project communications with internal teams, customers and vendors
* Coordinate project schedules, milestones, resources and dependencies
* Manage and run the weekly project update meeting
* Work with sales operations to ensure all project-based requirements are met, from ordering WAN services and hardware to engaging alliance partners for potential sub-contracted services
* Communicate any information that the client needs to be aware of (i.e. project timelines, risks, dependencies and any updates)
* Assist with project financial tracking including purchase orders, invoicing milestones and cost tracking
Use of our Professional Services Automation tool (HaloPSA):
* Use our PSA to manage and monitor all Client-facing activity
* Use the platform to provide feedback and introduce new processes when required
* Introduce/Expand automation of business processes where possible
Communication, Reporting and risk
* Identify, Communicate and Mitigate potential risks to the Company and customers
* Maintain a project risk register for all major projects
* Create and be Accountable to Regular Reporting to the Leadership Team
* Ensure Root Cause Analysis and Remediation is continually happening for both Technical and Business incidents to avoid them happening in the future
* Manage customer expectations to ensure that the team can deliver on what is promised
Teamwork
* Coordinate, schedule and staff the service team to high utilisation
* Support the team and clients with any unusual/high-level issues that arise
* Ensure Standard Operating Procedures (SOPs) are continually being followed, created and improved to continually deliver better levels of experience to our clients
Numbers and metrics
* Creating, Managing and Improving KPIs and Performance Metrics
* Identify and Lead Initiatives to Improve on all KPIs and Performance Metrics
* Accountable to KPIs and metrics that will include things such as customer satisfaction scores (CSAT), team efficiency, team utilisation, process improvements and other agreed items, as well as intangible metrics that align with things such as our company core values.
* Perform other duties as stipulated by the CEO that may advise from time to time.
Skills and Attributes:
Desirable (but not essential)
* 1–3 years' experience in a Project Coordinator, Project Administrator or similar role
* Strong organisational skills with the ability to manage competing priorities
* Excellent written and verbal communication skills
* High attention to detail and strong documentation skills
* Proficiency in Microsoft Office (Word, Excel, Outlook, Teams); project tools experience is a plus
* Ability to work collaboratively with technical and non-technical stakeholders
Desirable (but not essential)
* Experience in IT, technology, MSP or professional services environments preferred
* Experience using a Ticketing system and PSA software, particularly HaloPSA
* Exposure to IT infrastructure, networking, cloud or cybersecurity projects
* Experience with project management frameworks (PRINCE2, Agile, PMI)
* Tertiary qualification in business, IT or project management
Qualifications:
* Must have full Australian citizenship and a valid drivers licence.
* Exceptional customer service skills with demonstrated experience in a customer service environment.
* Strong communication skills and a proactive approach to problem-solving.
Graduates may apply.
Why Join Arxis
* Work with a supportive, highly skilled technical and delivery team
* Exposure to diverse, real-world IT and cybersecurity projects
* Clear pathways for career growth into Project Management or Service Delivery roles
* Flexible working arrangements and a positive team culture
Only shortlisted candidates will be contacted.