Customer Catalog Coordinator

Catalog Onboarding & Implementation

• Own and coordinate catalog-related activities for new customer onboarding and transition into service delivery.
• Collect, document, and validate catalog requirements with transition, service delivery, sales, product, procurement, configuration, ordering, and other relevant stakeholders.
• Coordinate setup of approved products, device configurations, services, ordering information, and supporting catalog content.
• Maintain an implementation plan tracking requirements, owners, dependencies, approvals, testing, readiness, and completion dates.
• Coordinate catalog testing and validation before release.
• Confirm catalog documentation, ownership, contacts, and maintenance procedures before operational handover.

Catalog Governance & Ongoing Maintenance

• Create, update, and maintain customer catalog records throughout the contract term.
• Coordinate catalog additions, modifications, replacements, and removals through appropriate review and approval.
• Maintain version control and an auditable record of requests, decisions, approvals, testing, and implemented changes.
• Monitor catalog accuracy and completeness and coordinate correction of discrepancies or outdated content.
• Track catalog-related actions, risks, issues, dependencies, and escalations through closure.
• Communicate catalog changes to affected customer, transition, service delivery, ordering, and operational stakeholders.
• Support continuous improvement of catalog processes, documentation, controls, and turnaround times.

Catalog Stakeholder Coordination & Reporting

• Act as the primary coordination point for catalog questions, requests, status updates, and administration.
• Facilitate catalog working sessions, prepare agendas, capture decisions and actions, and follow up with owners.
• Prepare catalog readiness updates, status reports, and supporting documentation.
• Build effective relationships with customers, internal teams, vendors, partners, and suppliers involved in catalog delivery.
• Communicate risks, dependencies, decisions, and required actions clearly and promptly.

Secondary Responsibilities: Service Delivery Support

After primary catalog responsibilities and priorities are fulfilled, the coordinator may support the Service Delivery team based on business need and available capacity:

• Assist the Service Delivery Manager with routine service administration and coordination.
• Coordinate responses to operational requests and customer queries.
• Track incidents, service requests, technical escalations, actions, and follow-ups.
• Maintain service documentation, reports, action logs, and records supporting contract delivery and SLA reporting.
• Support device ordering, redeployment, forecasting, and order-to-install coordination.
• Monitor inventory information and raise shortages, aging items, or exceptions.
• Support purchase order administration and preparation of customer invoicing information.
• Help coordinate agreed service improvement actions.

Required Skills & Knowledge

• Strong catalog, data, process, or operational coordination skills with high attention to detail and accuracy.
• Ability to organize complex requirements, identify gaps or dependencies, and maintain controlled records through completion.
• Strong planning, prioritization, communication, meeting facilitation, reporting, and stakeholder follow-up skills.
• Ability to work across transition, service delivery, sales, product, procurement, ordering, configuration, partner, and customer teams.
• Proficiency with Microsoft Excel, Teams, SharePoint, and other Microsoft 365 applications.
• Experience with ticketing or service-management tools, preferably ServiceNow.
• Ability to interpret operational requirements and contract commitments and translate them into documented catalog activities.
• Ability to work independently in a virtual, cross-functional, and global environment.
• Fluent written and spoken English.

Preferred Qualifications

• 1-3 years of experience in catalog management, product or service data administration, customer onboarding, project coordination, service coordination, order management, or a related environment.
• Experience maintaining customer, product, or service catalogs and supporting catalog governance or change control.
• Experience supporting DaaS, Managed Services, IT services, device lifecycle services, or customer onboarding.
• Working knowledge of project management and IT service management practices; relevant certification is an advantage.
• Bachelor’s degree in a related discipline, or equivalent practical experience.

Success Measures

• Customer catalogs are accurate, complete, current, controlled, and ready for onboarding and ongoing operations.
• Requirements, approvals, testing, changes, and handover activities are completed and documented on schedule.
• Catalog actions, risks, issues, and dependencies are progressed to closure.
• Stakeholders receive clear, timely catalog status and decision requests.
• Service Delivery support is provided without compromising primary catalog responsibilities.

Working Environment

This role operates in a matrixed, virtual, and cross-functional environment and may support stakeholders across locations, cultures, and time zones. Travel requirements, work location, and reporting structure should be confirmed for the specific posting.