Service Delivery Coordinator

Job Title:

Service Delivery Coordinator (ITSM)

Role Summary

Responsible for receiving customer requests through approved channels, validating and documenting the information, classifying and prioritizing tickets, and routing them to the appropriate internal teams (L2/L3). Acts as the main point of contact between the customer and delivery teams, ensuring clear updates, expectation management, timely resolution, and proper escalation to meet SLA/OLA targets.

• Receive and log customer tickets, ensure data completeness, and maintain high-quality documentation.
• Classify, prioritize, and assign incidents and service requests to the correct internal teams (L2/L3).
• Track ticket progress end-to-end until closure, remove blockers, and coordinate across multiple teams.
• Provide clear status updates to customers and manage expectations professionally.
• Escalate delays, risks, and bottlenecks proactively, especially when SLA/OLA breach is likely.
• Monitor SLA/OLA performance and ensure timely follow-up and closure.
• Maintain accurate ticket history, actions, and communications for auditability and reporting.

• Strong verbal and written communication with professional customer handling.
• Excellent follow-up and multitasking across multiple tickets simultaneously.
• Stakeholder management and escalation skills.
• Solid understanding of ITSM processes (Incident / Service Request) and SLA/OLA concepts.
• Strong organization, time management, and ability to work under pressure.
• Attention to detail in documentation and validation before routing tickets.
• Problem-solving mindset and ability to coordinate across cross-functional teams.