Managed Services Coordinator

Department: Managed Services / Service Delivery / Operations

Reports To: Director of Managed Services

My client is looking for a Managed Services Coordinator. The Managed Services Coordinator is responsible for ensuring that all customer and internal service entitlements within the Managed Services business are accurately defined, provisioned, tracked, and enforced in accordance with contractual agreements. This role serves as the owner of entitlements across managed service offerings, support plans, and SLAs (Service Level Agreements). The Managed Services Coordinator ensures customers receive the services they have purchased while enabling consistent delivery, contractual compliance, and margin protection for the organization.

• Maintain a centralized system of record for all customer entitlements, including managed service tiers, support levels, SLAs, licensing, and add‑on services.
• Interpret MSAs, SOWs, contracts, and order forms to clearly define entitlement scope and service boundaries.
• Ensure entitlements are correctly provisioned during customer onboarding, renewals, expansions, and terminations.
• Document entitlement assumptions, inclusions, exclusions, and constraints.

• Partner with Service Delivery, NOC/Support, and Customer Success teams to ensure entitlement definitions are clearly understood and consistently applied.
• Serve as the escalation point for entitlement‑related questions regarding scope, coverage, escalations, or eligibility.
• Support ticket routing, prioritization, and SLA enforcement by validating customer entitlement status.

• Partner with Finance and Sales Operations to align entitlements with billing, invoicing, and revenue recognition.
• Identify entitlement gaps, over‑consumption, or under utilization that may impact margins or compliance.
• Support internal and external audits by providing entitlement documentation and evidence.

• Maintain entitlement governance standards, workflows, and documentation.
• Continuously improve entitlement lifecycle processes to reduce delivery friction and revenue leakage.
• Produce entitlement reporting for leadership, including usage trends, exceptions, and risk areas.

• 3–5+ years of experience in managed services, IT operations, service delivery, or licensing‑related roles.
• Experienced understanding of managed service models, SLAs, support tiers, and service catalogs.
• Experience interpreting contracts, SOWs, and service agreements.
• High attention to detail and organization with strong analytical and documentation skills.
• Excellent communication skills with a customer service centric persona.
• Ability to collaborate cross‑functionally with Sales, Finance, Service Delivery, and Vendor teams.

• Experience working in a cloud‑first or Microsoft‑centric MSP environment.
• Familiarity with PSA tools, CRM systems, and entitlement or contract tracking platforms.
• Experience with Connect Wise Manage, Scale Pad, and IT Glue is a plus.
• Background in licensing, vendor management, or service governance.

• Accuracy and completeness of entitlement records
• Reduction in entitlement‑related service escalations
• Improved SLA adherence and service consistency
• Reduced revenue leakage and improved margin protection
• Collaborative, cross‑functional role supporting Managed Services, Service Delivery, and Customer Success
• May require coordination across multiple customers, vendors, and service offerings