Service Delivery Coordinator (WFH and Night Shift)

JOB RESPONSIBILITIES

  • Serve as the primary coordinator for technician scheduling across remote, onsite, installation, and small-to-medium project work

  • Manage service delivery boards to prioritize, track, and drive the timely completion of incidents and service requests

  • Oversee the full ticket lifecycle, ensuring accurate categorization, assignment, follow-ups, and closure

  • Monitor and enforce service level targets (SLAs/SLTs) for response, resolution, and completion

  • Coordinate product orders and installation-related logistics to ensure timely execution

  • Support IT and project managers by optimizing resource allocation and workload balancing

  • Collaborate with customer success, customer experience, and leadership teams to resolve escalations

  • Communicate proactively with internal teams, vendors, and clients regarding service schedules, updates, and timelines

  • Facilitate service kick-off calls, provide regular status updates, and confirm successful completion of services

  • Engage with vendors, subcontractors, and third-party partners to ensure service standards and expectations are met

  • Identify opportunities to improve service delivery workflows, tools, and processes

  • Maintain accurate service documentation and standard operating procedures

QUALIFICATIONS

  • Associate degree with 2+ years of experience in service coordination, dispatch, project coordination, or IT service delivery

  • Understanding of IT terminology, service delivery models, and ticketing/PSA systems

  • Knowledge of IT service management principles, including incident and change management

  • Strong organizational and multitasking skills with the ability to manage shifting priorities

  • Excellent written and verbal communication skills for technical and non-technical stakeholders

  • Proven ability to collaborate effectively across teams

JOB REQUIREMENTS

  • Proficiency with business and collaboration tools such as MS Office and project management platforms

  • Strong time management skills with the ability to handle multiple concurrent tasks

  • Ability to work independently while maintaining alignment with cross-functional teams

  • Professional, customer-focused mindset with strong problem-solving skills

  • Willingness to adapt to changing priorities and service demands

  • Project management certification (e.g., PMP or equivalent) preferred but not required

  • Availability to work standard business hours, with flexibility for occasional extended hours or travel

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