Onsite Coordinator IRC292061

Description

The Onsite Coordinator acts as the primary interface between the Energy-domain customer in Sweden and the offshore / near-shore delivery teams. The role ensures smooth communication, operational coordination, and timely delivery of services in line with agreed SLAs and project objectives.

Work model: onsite in Ludvika. 

#LI-TZ1

Requirements

• Request Orchestration: Acting as the SPOC for all new service requests and delivery updates.
• SLA Accountability: Monitoring and reporting on regional performance metrics and timelines.
• Operational Shield: Handling the day-to-day “noise” of vendor management so Team Leads can focus on the functional roadmap.
• Issue Resolution: Serving as the first escalation point for any delivery delays or quality concerns.

Required Skills:

• Strong coordination and communication skills.
• Experience in IT Service Management or Application Support environments.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira).
• Ability to manage multiple stakeholders and priorities.
• Strong problem-solving and escalation management skills.

Preferred Qualifications:

• Bachelor’s degree in Engineering, IT, or related field.
• 8–10 years of experience in IT services, managed services, or project coordination.
• Experience working in onsite–offshore delivery models.
• Understanding of ITIL processes (Incident, Problem, Change management).

Typical Deliverables:

• Daily operational coordination.
• Ticket tracking and follow-ups.
• SLA/KPI monitoring reports.
• Customer communication and meeting coordination.
• Escalation management.

Job responsibilities

1. Customer Interface & Communication

• Serve as the single point of contact for the customer at the onsite location.
• Facilitate daily coordination between customer stakeholders and offshore delivery teams.
• Communicate requirements, priorities, and updates to the delivery teams.
• Provide regular status updates to both customer and internal leadership.

2. Work Coordination

• Coordinate incoming requests, incidents, and service tickets.
• Ensure tasks are assigned to the appropriate teams and progress is tracked.
• Monitor workload and ensure adherence to delivery timelines.
• Support prioritization of issues based on business impact.

3. Service Delivery Management

• Track SLAs, KPIs, and service performance metrics.
• Follow up on pending tickets and ensure timely resolution.
• Escalate critical issues or risks to the Service Delivery Manager or Program Manager.
• Ensure compliance with agreed processes and service standards.

4. Stakeholder Management

• Build strong working relationships with customer teams and business stakeholders.
• Facilitate coordination meetings such as daily stand-ups, operational reviews, and governance calls.
• Support customer queries and ensure quick resolution.

5. Reporting & Documentation

• Prepare operational reports such as incident reports, service metrics, and delivery status.
• Maintain documentation of processes, issues, and resolutions.
• Support preparation of weekly/monthly service review reports.

6. Transition & Knowledge Management

• Support transition activities including knowledge transfer between onsite and offshore teams.
• Ensure documentation and knowledge repositories are updated.
• Assist in onboarding new team members.

7. Continuous Improvement

• Identify operational bottlenecks and recommend improvements.
• Support automation or process improvement initiatives.
• Drive better collaboration between onsite and offshore teams.

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.