Service Delivery Coordinator (Electronic City)

Service Delivery Coordinator Job Purpose The Service Delivery Coordinator plays a key role in supporting the delivery of IT services to customers by coordinating operational activities, monitoring service performance, and ensuring service level commitments are met. Manage and support the administrative requirements of the team ensuring that contract obligations are met. Working closely with Service Delivery Managers, consultants, and customers, this role helps ensure reliable, consistent, and customer focused IT service delivery. Client base will consist of PartnerPlus clients that require minimal support, purchase minimal to no hours per month, and Time & Materials Clients. Key Accountabilities IT Service Coordination
• Coordinate day-to-day IT service delivery activities across support, infrastructure, and project teams
• Act as a central point of contact for IT service requests, incidents, and escalations
• Monitor service queues and ticket backlogs to ensure timely resolution
• Support incident, problem, and change management processes in line with ITIL practices Customer & Stakeholder Engagement
• Liaise with customers regarding service status, incidents, planned changes, and maintenance windows
• Provide clear, professional communication during service disruptions or escalations
• Support onboarding of new customers and transition of current IT services into operations Service Performance & Reporting
• Track and monitor Service Level Agreements (SLAs), response times, and resolution targets where applicable
• Prepare updates via Case Summary report to be sent to client monthly
• Identify service delivery risks, recurring issues, escalating where required Operational & Process Support
• Support service reviews and continual service improvement initiatives
• Assist in implementing and embedding IT service management processes
• Maintain regular meetings with customers on an ad-hoc basis Administrative & Coordination Support
• Maintain accurate customer, contract, and service data in service management systems
• Support billing validation, reporting, and contract administration where required
• Support Service Delivery Managers in preparing PartnerPlus Agreements, Amendments and Variations and other ad hoc tasks Key Behavioural Competencies Client Focus
• Actively seeks feedback to improve service quality.
• Customises delivery approaches to suit different client environments.
• Maintains client trust through transparency and consistent follow-through.
• Anticipates client challenges and recommends value-added solutions.
• Balances client advocacy with internal delivery capabilities. Adaptability & Resilience
• Embraces change as an opportunity for growth.
• Quickly reprioritises in response to client or project needs.
• Remains composed under pressure and leads others with calm.
• Learns quickly from unfamiliar situations and adapts delivery accordingly. Critical Thinking & Problem Solving
• Breaks down complex problems into manageable parts.
• Gathers evidence and evaluates options before deciding.
• Anticipates downstream effects of decisions.
• Challenges assumptions constructively.
• Generates practical solutions that balance client needs with delivery constraints. Commercial Awareness
• Weighs delivery decisions against cost, time, and client impact.
• Understands SLAs, KPIs, scope, and commercial terms—and works within them
• Communicates issues clearly and escalates with relevant context Initiative
• Takes the lead in resolving delivery challenges or conflicts.
• Steps up to lead when gaps appear, without waiting for instruction.
• Acts in the best interest of the customer before issues are raised
• Anticipates service issues before they escalate and raises them early
• Makes informed decisions within role authority without waiting for direction Page 3 of 3 Communication
• Tailors messaging to the audience (e.g. technical vs non-technical stakeholders).
• Clearly articulates delivery status, risks, and expectations.
• Demonstrates active listening by summarising and confirming understanding.
• Communicates with empathy and diplomacy, especially during escalations.
• Uses reporting tools and visuals to enhance transparency and clarity. Competency and Experience Core Competencies
• Client-Centric Mindset
• Operational & Delivery Excellence
• Problem Solving & Decision Making
• Commercial & Business Acumen
• Communication & Collaboration Success Factors
• Strong relationships with clients and internal stakeholders.
• Good understanding of IT service delivery principles
• Prioritisation and workload management across multiple tickets or services
• Tracking and following up actions to ensure issues are resolved and closed properly
• Clear, confident written and verbal communication
• Building positive working relationships with internal teams and external suppliers
• Excellent attention to detail Experience
• Experience in a customer facing role
• Coordination IT services or support activities
• Supporting day-to-day service delivery operations
• Certifications in service management, project coordination, or customer service are a plus Personal Attributes
• Highly organised and dependable
• Calm under pressure, especially during incidents
• Proactive and solutions-focused
• Strong sense of ownership and accountability
• Comfortable working in a fast-paced, service-oriented environment Apply on Kit Job: kitjob.in/job/4mqlw5