Service Delivery Coordinator

The Kardex Group is one of the worlds leading manufacturers of dynamic storage retrieval and distribution systems. Our more than 3000 employees worldwide develop and manufacture logistics solutions that are used in many different sectors such as industrial manufacturing retail and administration.

Service Delivery Coordinator (AutoStore) Lisbon

You live in Greater Lisbon and like to join Kardex AutoStore. You will be one of the first employees in our brand new office around Parque das Nações / Oriente. Until we open the office you will perform the work remotely from your home.

This is a Service Delivery Coordinator role focused on customer communication ticket ownership and crossfunctional coordination. It is not a traditional IT helpdesk or engineering role. You will act as the single operational point of contact for softwarerelated issues ensuring fast resolution clear communication and smooth collaboration between customers internal support teams and external software suppliers such as Bleckmann and Addverb.

Youll work closely with customers and internal teams keeping ticket progress on track maintaining clear communication and making sure everyone stays aligned. The role combines coordination followup and service management supported by a practical understanding of softwarerelated topics and support processes.

Your tasks

• Own the full ticket lifecycle from creation to closure across all support levels (L1L3)

• Coordinate softwarerelated incidents and ensure timely progress and prioritization

• Serve as the primary operational liaison between the customer internal support teams and thirdlevel software providers

• Maintain proactive transparent communication with customers throughout the ticket process

• Monitor ticket queues identify delays and drive progress by pushing internal teams and external suppliers

• Manage escalations professionally ensuring clarity structure and calm communication

• Ensure adherence to response and resolution targets reducing backlog and improving service stability

• Support continuous improvement by reviewing ticket patterns identifying bottlenecks and proposing process enhancements

• Operate independently as the sole coordinator for this area

• Collaborate across multiple countries and time zones aligning stakeholders in a complex international environment

Your profile

Required Qualifications & Skills

• Exceptional communication skills clear structured diplomatic

• Customercentric mindset with experience managing external stakeholders

• Proactive and solutionoriented approach to coordination and followup

• Resilience and composure in highpressure or escalated situations

• Strong organizational skills with the ability to prioritize effectively

• Independent working style comfortable owning responsibilities without a local team

Technical & Functional Experience

• Practical understanding of IT concepts and confidence discussing software service agreements and support processes

• Experience in IT Support service coordination application support or Life Cycle Services (LCS)

• Handson experience with ticketing systems (FreshDesk ServiceNow Jira Zendesk etc.)

• Understanding of software support workflows and multilevel escalation chains

• High digital affinity; comfortable working across multiple systems and tools

• Good knowledge of Microsoft 365 CRM/ERP systems

• Fluency in English is a MUST; Dutch or other European languages are an advantage

• Understanding crossborder coordination

Nice to Have

• Experience with WMS SaaS support or software suppliers

• Familiarity with ITIL or structured service management frameworks

• Experience working in crossborder support environments

We offer:

• Longterm prospects:A secure position in a growing international company exciting development opportunities and varied tasks in a futureoriented environment

• Valuable support:Great team spirit thorough onboarding and extensive training opportunities at our Academy in Bellheim and online

• Tangible benefits:Flexible working hours mobile working options travel to customers and 6 weeks of annual vacation

• Recognition:Attractive compensation pension plan and capitalforming benefits

• Extras:Corporate benefits company and team events bike leasing and health programs

• AutoStore advantage:Enjoy the dynamic startup flair within the Kardex AS Solutions business unit combined with the stability of a renowned company

Ready to join Apply now and start your journey with us!

Please send us your application with a possible start date via our career page. If you have any questions please contact Bonnie Mo Talent Acquisition Specialist AutoStore by phone .