Service Delivery Coordinator (SDC)

Job Description

Roles and Responsibilities: Act as a primary point of contact for clients to manage and coordinate service delivery. Monitor and ensure compliance with Service Level Agreements (SLAs) and deliver high-quality service. Coordinate with cross-functional teams for incident resolution and service management. Track, analyze, and report service performance using relevant metrics. Manage escalations, resolve service-related issues, and ensure client satisfaction. Conduct regular service reviews and collaborate with clients to understand business needs. Identify areas for process improvement and implement best practices to enhance service quality. Maintain documentation, generate reports, and provide insights for decision-making. Requirements: Bachelors degree in IT, Computer Science, Business Management , or a related field. Minimum of 3 years of experience in service delivery management or a related role. Strong understanding of IT Service Management (ITSM) frameworks and tools. Experience in managing SLA-based service delivery . Excellent problem-solving and communication skills. Ability to handle client interactions, manage stakeholder expectations, and resolve issues efficiently. Proficiency in using Microsoft Office Suite and relevant reporting tools. ITIL or similar certification is preferred. Benefits: Competitive salary with performance-based incentives. Opportunities for professional growth and career advancement. Collaborative and inclusive global work environment. Exposure to global IT operations and best practices.