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Key Responsibilities and Required Skills for Service Delivery Coordinator

💰 $55,000 - $85,000

IT ServicesCustomer SupportOperationsProject Coordination

🎯 Role Definition

At its core, the Service Delivery Coordinator is the central hub and orchestrator of service-related activities within an organization. This role acts as the crucial link between the client and the technical delivery teams, ensuring that services are delivered efficiently, on time, and to the agreed-upon standards. A successful Service Delivery Coordinator is a master of organization, communication, and problem-solving, ensuring that client expectations are met and that the entire service lifecycle, from request to resolution, runs like a well-oiled machine. They are the guardians of the service level agreement (SLA) and the champions of client satisfaction.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Service Desk Analyst / Help Desk Technician
  • IT Support Specialist
  • Junior Project Coordinator
  • Client Services Associate

Advancement To:

  • Service Delivery Manager
  • Incident Manager / Problem Manager
  • IT Project Manager
  • Client Relationship Manager

Lateral Moves:

  • Business Analyst
  • Change Coordinator
  • IT Operations Analyst

Core Responsibilities

Primary Functions

  • Act as the primary point of contact and communication conduit for clients regarding service requests, incident reports, and general inquiries, ensuring a consistent and professional client experience.
  • Oversee the entire lifecycle of service tickets, from initial logging and categorization to assignment, tracking, and closure within the IT Service Management (ITSM) system.
  • Diligently monitor and manage service level agreements (SLAs) and key performance indicators (KPIs), proactively identifying potential breaches and implementing corrective actions to maintain service excellence.
  • Coordinate the scheduling and dispatch of technical resources, including field engineers and remote support analysts, ensuring the right person with the right skills is assigned to each task.
  • Facilitate effective communication and collaboration between various internal teams (e.g., Level 1/2/3 support, network operations, engineering) to ensure swift resolution of complex incidents and problems.
  • Manage and prioritize the service queue, triaging incoming requests based on urgency, impact, and contractual obligations to optimize resource allocation.
  • Prepare and distribute regular and ad-hoc service performance reports to both clients and internal management, providing clear insights into service trends, challenges, and successes.
  • Lead incident management communications during major or high-priority outages, providing timely, accurate, and structured updates to all affected stakeholders.
  • Assist in the client onboarding process by coordinating initial service setup, configuring accounts, and ensuring a smooth transition into a supported state.
  • Handle and de-escalate client complaints and service issues, demonstrating empathy and a commitment to finding a satisfactory resolution.
  • Maintain comprehensive and accurate documentation related to client environments, service procedures, and recurring issues in a central knowledge base.
  • Participate in service review meetings with clients, presenting performance data, discussing service quality, and identifying opportunities for improvement.
  • Manage relationships with third-party vendors and suppliers involved in service delivery, ensuring they meet their contractual obligations and performance targets.
  • Identify recurring issues and trends from service ticket data, escalating them to problem management for root cause analysis and permanent resolution.
  • Coordinate the procurement and logistics of hardware and software required for service fulfillment, tracking orders from purchase to deployment.
  • Ensure that all service delivery processes adhere to established ITIL/ITSM frameworks and company policies for quality and consistency.
  • Assist the billing department by providing accurate data for service invoicing and clarifying any client queries related to service charges.
  • Drive continuous service improvement initiatives by suggesting and helping to implement enhancements to workflows, tools, and communication strategies.
  • Manage small-scale projects or moves, adds, and changes (MACs) for clients, coordinating all necessary resources and tasks from start to finish.
  • Develop a deep understanding of clients' business needs and technical environments to provide context-aware support and build strong, lasting relationships.

Secondary Functions

  • Support ad-hoc data requests and exploratory analysis to investigate service trends or specific client issues.
  • Contribute to the organization's service catalog by providing feedback on service definitions and scope.
  • Collaborate with account managers and sales teams to identify potential opportunities for new services or service upgrades based on client interactions.
  • Participate in sprint planning and agile ceremonies if the service delivery team operates within an agile framework.
  • Assist in training new team members on service coordination processes and the use of ITSM tools.

Required Skills & Competencies

Hard Skills (Technical)

  • Proficiency with IT Service Management (ITSM) platforms such as ServiceNow, Jira Service Management, ConnectWise, or Zendesk for ticket lifecycle management.
  • Strong understanding of the ITIL framework, particularly in Incident, Problem, Change, and Request Fulfilment processes (ITIL Foundation certification is a major plus).
  • Advanced competency in the Microsoft Office Suite, especially Excel for data analysis and reporting, and PowerPoint for creating client-facing presentations.
  • Experience with project coordination or management software like Asana, Trello, or MS Project.
  • Familiarity with Customer Relationship Management (CRM) systems like Salesforce for tracking client interactions and information.
  • Ability to generate, interpret, and present performance reports using tools like Power BI, Tableau, or native ITSM reporting modules.
  • Foundational knowledge of IT infrastructure concepts, including networks, servers, cloud services (Azure/AWS), and operating systems.
  • Experience managing service level agreements (SLAs), operational level agreements (OLAs), and understanding their business impact.
  • Skill in using knowledge management systems (e.g., Confluence, SharePoint) to create and maintain process documentation.
  • Basic understanding of contract management and vendor relationship management principles.
  • Experience with remote monitoring and management (RMM) tools is highly beneficial, especially in an MSP environment.

Soft Skills

  • Exceptional verbal and written communication skills, with the ability to articulate technical information clearly to non-technical audiences.
  • Unwavering customer-centric mindset with a genuine passion for providing outstanding service and building positive client relationships.
  • Superior organizational and time-management skills, with a proven ability to manage multiple competing priorities in a fast-paced setting.
  • Strong analytical and problem-solving abilities, capable of thinking on your feet to resolve issues and navigate escalations.
  • High level of attention to detail to ensure accuracy in ticketing, scheduling, and reporting.
  • Natural ability to work collaboratively as part of a team, fostering a positive and productive environment.
  • Resilience and composure under pressure, especially during high-stakes incident management.
  • Proactive and self-motivated, with an aptitude for identifying problems and opportunities for improvement without direct supervision.
  • Empathy and strong interpersonal skills for effective conflict resolution and client de-escalation.

Education & Experience

Educational Background

Minimum Education:

  • Associate's Degree or equivalent professional certification (e.g., CompTIA, ITIL Foundation) combined with relevant work experience.

Preferred Education:

  • Bachelor's Degree

Relevant Fields of Study:

  • Information Technology
  • Business Administration
  • Communications
  • Computer Science

Experience Requirements

Typical Experience Range: 2-5 years

Preferred:

  • Proven experience in a customer-facing IT role such as a Service Desk, Technical Support, or IT Coordination position. Experience within a Managed Service Provider (MSP), IT consultancy, or a large enterprise IT department is highly desirable. Demonstrable experience managing service tickets, coordinating resources, and communicating directly with business clients is key.
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