Service Delivery Coordinator

Service Delivery Coordinator (AutoStore) – Lisbon

The Kardex Group is one of the world's leading manufacturers of dynamic storage, retrieval and distribution systems. Our more than 3,000 employees worldwide develop and manufacture logistics solutions that are used in many different sectors such as industrial manufacturing, retail and administration.

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 cross-functional coordination. It is not a traditional IT helpdesk or engineering role. You will act as the single operational point of contact for software-related issues, ensuring fast resolution, clear communication, and smooth collaboration between customers, internal support teams, and external software suppliers such as Bleckmann and Addverb. You'll 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, follow-up, and service management, supported by a practical understanding of software-related topics and support processes.

Your tasks

• Own the full ticket lifecycle from creation to closure across all support levels (L1–L3)
• Coordinate software-related incidents and ensure timely progress and prioritization
• Serve as the primary operational liaison between the customer, internal support teams, and third-level 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
• Customer-centric mindset with experience managing external stakeholders
• Proactive and solution-oriented approach to coordination and follow-up
• Resilience and composure in high-pressure 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)
• Hands-on experience with ticketing systems (FreshDesk, ServiceNow, Jira, Zendesk, etc.)
• Understanding of software support workflows and multi-level 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 cross-border coordination

Nice to Have

• Experience with WMS, SaaS support, or software suppliers
• Familiarity with ITIL or structured service management frameworks
• Experience working in cross-border support environments

We offer:

• Long-term prospects: A secure position in a growing international company, exciting development opportunities, and varied tasks in a future-oriented 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 capital-forming 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.