Service Delivery Coordinator

Job summary 

The Service Delivery Coordinator (SDC) is responsible for ensuring smooth service operations, SLA compliance, incident coordination, and customer satisfaction while driving quality assurance, learning & development, and continuous service improvement initiatives. The role serves as a shift-level coordinator, supports L1/L2 teams, monitors service performance, and works closely with stakeholders to enhance operational excellence. 

Key Responsibilities 

Service Delivery & Operations 

• Monitor ticket queues, dashboards, and alerts to ensure SLA adherence and service continuity. 

• Act as the first escalation point for incidents, service requests, and operational issues. 

• Coordinate shift activities, handovers, and stakeholder communications. 

• Support L2 troubleshooting activities and escalate complex issues when required. 

• Ensure timely ticket updates, resolution quality, and customer satisfaction. 

Quality Assurance & Continuous Improvement 

• Conduct quality audits of ticket-based support and service delivery activities. 

• Evaluate team performance against SOPs, SLAs, KPIs, and quality standards. 

• Perform Root Cause Analysis (RCA) and identify recurring service or process gaps. 

• Prepare quality scorecards, dashboards, and performance reports. 

• Drive continuous improvement initiatives to enhance customer experience and operational efficiency. 

Learning & Development 

• Support onboarding and refresher training programs for service delivery teams. 

• Identify training needs based on quality findings, performance trends, and business requirements. 

• Develop and maintain training materials, SOPs, knowledge articles, and process documentation. 

• Conduct coaching and mentoring sessions to improve team performance and service quality. 

• Track training effectiveness and knowledge management activities. 

Project & Service Improvement Coordination 

• Coordinate service improvement, transformation, and operational excellence initiatives. 

• Track project milestones, risks, dependencies, and action items. 

• Prepare status updates, reports, and meeting minutes. 

• Collaborate with internal teams and stakeholders to ensure successful delivery of improvement initiatives. 

 Must-have qualifications & competencies 

• 2–4 years of experience in Service Desk, Service Delivery, IT Support, Customer Support Operations, or Managed Services. 

• Strong incident management, troubleshooting, and stakeholder management skills. 

• Experience with ticketing and service management tools such as ServiceNow, Jira, or Remedy. 

• Understanding of SLA/KPI management, quality assurance practices, and reporting. 

• Strong communication, presentation, coaching, and documentation skills. 

• Proficiency in Microsoft Excel, PowerPoint, and reporting tools. 

• Bachelor's degree in IT, Computer Science, Engineering, or related field. 

Nice to have qualifications & competencies 

• ITIL, Lean Six Sigma, Quality Management, or Project Management certifications. 

• Exposure to RPA platforms (UiPath, Automation Anywhere, Blue Prism). 

• Knowledge of Power BI, Tableau, process optimization, or Agentic AI concepts. 

Key Competencies: Service Delivery Management, Quality Assurance, Learning & Development, Coaching & Mentoring, Incident Management, Root Cause Analysis, Continuous Improvement, Stakeholder Management, Reporting & Analytics, Customer Focus.