Service Delivery Coordinator

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About TECEZE

TECEZE is a global Managed Services and IT Solutions provider, delivering end-to-end technology services across Infrastructure, Networks, Cybersecurity, Cloud, and End User Computing. We support customers across the USA, UK, and Europe, ensuring high-availability and secure IT operations.

Role Overview

Service Delivery Coordinators

You will act as the central point of contact between customers, internal technical teams, and field engineers to ensure timely, high-quality service delivery.

Key Responsibilities

1. Service Delivery & Coordination

• Coordinate day-to-day delivery of IT services for US-based customers across multiple time zones.
• Manage

  work orders, tickets, and service requests

  related to:
• Network (LAN/WAN/Wi-Fi, routers, switches, firewalls)
• Servers (Windows/Linux), Virtualization
• Storage & Backup
• End User Computing (desktops, laptops, printers, peripherals)
• Ensure SLAs, OLAs, and customer commitments are met and escalations are handled proactively.
• Track incidents from logging to closure, ensuring regular updates to stakeholders.

2. Project & Deployment Coordination

• Coordinate

  IT infrastructure rollout and refresh projects

  (e.g., hardware refresh, new site setup, migrations).
• Plan and schedule

  large-scale deployments of field engineers

  for on-site activities (installations, upgrades, troubleshooting).
• Prepare and share deployment plans, engineer rosters, and site schedules.
• Ensure pre-requisites (access, hardware readiness, change approvals) are in place before deployment.

3. Field Engineer Management

• Assign, brief, and coordinate with

  on-site field engineers

  across multiple locations in the USA.
• Track engineer check-ins, work progress, and closure with proper documentation (site reports, sign-offs, photos, etc.).
• Validate work completion against scope and update systems accordingly.

4. Stakeholder & Customer Communication

• Act as a coordination point between

  customers, internal NOC/Support teams, vendors, and field engineers

  .
• Provide timely updates on incident status, project milestones, and planned activities.
• Participate in customer review calls, internal status meetings, and change review boards as required.

5. Operational Governance & Reporting

• Prepare and maintain

  daily/weekly/monthly reports

  (SLA performance, ticket volumes, deployment status, pending activities).
• Maintain documentation: SOPs, process workflows, runbooks, and project trackers.
• Support continuous improvement of service delivery processes and tools.

Required Skills & Experience

• Total Experience:

  3–7 years in

  Service Delivery / IT Coordination / Project Coordination

  roles.

• Domain Experience:

• Exposure to

  IT Infrastructure environments

  – Networks, Servers, Storage, End User Computing.
• Experience coordinating

  on-site / field engineer

  activities for multiple customer locations.
• Experience handling

  US or international customers

  is highly preferred.

• Technical Understanding (Coordinator level):

• Basic understanding of:
• Network components: routers, switches, access points, firewalls
• Server & virtualization environment (Windows/Linux, VMs)
• Storage, backup jobs, NAS/SAN basics
• End user computing: OS issues, hardware replacement, peripheral support
• Ability to understand technical tickets and route them to the right teams.

• Tools & Processes:

• Experience with

  ITSM / ticketing tools

  (e.g., ServiceNow, JIRA, ManageEngine, etc.).
• Familiar with

  ITIL processes

  (Incident, Change, Problem, Request Management).
• Strong skills in

  MS Excel, PowerPoint, and documentation

  .

• Soft Skills:

• Excellent

  communication skills

  (spoken and written English) for US client interactions.
• Strong

  coordination, follow-up, and ownership

  mindset.
• Ability to work in a

  high-volume, time-sensitive

  environment.
• Strong

  attention to detail

  and

  organizational skills

  .

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