Service Delivery Coordinator

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Oversee compliance with time entry and generate weekly reports on exceptions and utilization.

• Manage the Managed Services work schedule and PTO calendar, evaluating requests against coverage and escalating conflicts to POD Leaders.

• Administer the after-hours rotation and escalation chain within the paging system.

• Ensure the cleanliness of the Zendesk ticket queue, including proper routing, categorization, monitoring aging tickets, and issuing SLA breach warnings.

• Keep client, routing, and escalation data accurate in both Zendesk and paging systems.

• Assist with the onboarding process for Managed Services by coordinating schedules, tracking access and documentation requests, following up on activities, and confirming completion of handoff checklists.

• Monitor milestones for internal Managed Services projects and identify potential timeline risks.

• Prepare data and materials for client meetings and deliverables, including monthly client review presentations.

• Convert technical updates, ticket activities, and service challenges into understandable language for both internal teams and clients.

• Gather and verify data for the weekly Managed Services scorecard from Zendesk, Harvest, and HubSpot.

• Distribute quarterly performance input forms, track their completion, and compile responses for the Chief Operating Officer.

• Maintain documentation processes, templates, and schedules.

• Identify recurring manual processes and suggest opportunities for automation.

• Report directly to the Chief Operating Officer and collaborate with POD Leaders, the Managed Services Technical Lead, Strategic Account Management, and the Project Management Office.

⛳️ Requirements

• At least three years of experience in operations coordination, service delivery coordination, resource scheduling, or project coordination, ideally within an IT services or Managed Service Provider environment.

• Practical experience with a ticketing or ITSM system and a time tracking tool, including reviewing data for accuracy and addressing any gaps.

• Proficient in Excel or similar spreadsheet applications, including the creation and maintenance of recurring reports derived from exported data.

• Experience in preparing polished, data-driven presentations in PowerPoint or a similar tool aimed at client or leadership audiences.

• Proven ability to follow up with busy technical colleagues regarding deadlines and compliance tasks, persistently and professionally, even without formal authority.

• Experience in managing shared calendars, rotations, or coverage schedules for a team.

• Familiarity with Zendesk, Harvest, HubSpot, and Slack is preferred.

• Knowledge of PEO or HRIS platforms like TriNet for administering PTO and time off is preferred.

• Exposure to workflow automation tools such as Slack workflows, Zapier, or Power Automate is preferred.

• Understanding of ITIL concepts, including SLAs, ticket prioritization, and escalation paths, is preferred.

• Experience working within a fully remote team is preferred.

• Ability to manage PTO, utilization, and performance input information with confidentiality and professionalism.

• Eligible candidates must provide proof of legal working status for any employer in the U.S.

🏝️ Benefits

• Competitive salary.

• Comprehensive health benefits.

• Retirement plan.

• Fully remote position.

• Healthy work-life balance.

• Occasional travel for team meetings or company events.