Job Summary

We are seeking an experienced and highly organized Service Delivery Coordinator to support our field operations and ensure seamless service execution. The ideal candidate will serve as the primary liaison between internal teams, field engineers, sales teams, and customers, ensuring efficient scheduling, prompt issue resolution, accurate documentation, and high-quality service delivery. This role is critical to optimizing operational performance and enhancing overall customer satisfaction.

Key Responsibilities

Coordination & Operational Support

• Coordinate the activities of the service delivery and field teams by managing schedules, follow-ups, and work assignments.
• Ensure the availability and adequacy of service-related tools, equipment, and materials.
• Handle the processing of service requests, customer orders, and job tickets with accuracy and timeliness.
• Inform customers of service updates, delays, or challenges promptly and professionally.

Customer Support & Issue Resolution

• Serve as the primary point of contact for customers requiring after-sales support.
• Respond to customer complaints and escalate issues to relevant technical units as required.
• Ensure customer issues are tracked, resolved, and documented according to service standards.

Documentation & Reporting

• Maintain accurate records of service activities, schedules, logs, and operational data.
• Store and manage financial and non-financial information electronically, generating reports as needed.
• Prepare and present service delivery performance reports, identifying gaps and recommending improvements.

Performance Monitoring & Process Improvement

• Monitor team progress, job completion timelines, and adherence to service level agreements (SLAs).
• Identify operational shortcomings and recommend actionable improvements.
• Support the implementation of process optimization initiatives to enhance overall service delivery efficiency.

Job Requirements

Education & Certifications

• B.Sc./B.Eng./B.Tech in Computer Science, Information Technology, Engineering, Business Administration, or a related field.
• Certifications in project management, service delivery, sales coordination, or IT service management (added advantage).

Experience

• 3–5 years experience in service delivery, project coordination, or operations support within the ISP/Telecom industry (mandatory).
• Proven experience as a Service Delivery Coordinator, Project Administrator, or similar role.

Technical & Professional Skills

• Strong technical background with understanding or hands-on experience in software systems, networking, or web technologies.
• Solid organizational and time-management skills with strong attention to detail.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Ability to multitask, prioritize workload, and meet tight deadlines.
• Strong problem-solving abilities and a high level of responsibility.
• Excellent internal communication skills and ability to collaborate across teams.
• Customer-centric mindset with a commitment to service excellence.
• Team player with high levels of dedication and professionalism.

Benefits

• Competitive monthly compensation
• Health insurance coverage
• Pension plan
• Structured career growth opportunities
• Training and professional development
• Collaborative and supportive work environment