Service Delivery Coordinator (India-Based)

We’re Hiring: Service Delivery Coordinator!

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

We are currently on the lookout for a Service Delivery Coordinator to join our team at Cloudstaff, the #1 workplace everywhere!

Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!

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CS Jobs - Service Delivery Coordinator

Role: Service Delivery Coordinator

Work Arrangement: Work From Home

Location: India

Schedule: Night shift

Key Responsibilities:

1. Ticket Management and Prioritization:

• Monitor and manage the IT ticketing system to ensure all service requests are logged, categorized, and prioritized accurately.
• Assign tickets to the appropriate technicians based on availability, expertise, and urgency.
• Regularly audit open tickets to ensure they are being worked on and updated consistently.
• Escalate issues when SLA thresholds are at risk of being breached.

2. SLA Monitoring and Compliance:

• Track all open tickets to ensure they meet the company's SLA requirements.
• Provide alerts and reminders to technicians for approaching deadlines or overdue tasks.
• Generate SLA performance reports for internal review and management evaluation.
• Enforce corrective actions when SLA breaches occur.

3. Technician Oversight and Accountability:

• "Babysit" technicians by ensuring they follow proper procedures and meet deadlines.
• Monitor technician workloads and reassign tickets when necessary to balance priorities.
• Provide reminders and follow-ups to ensure assigned tasks are completed promptly.
• Identify patterns of delays or inefficiencies and work with management to address them.

4. IT Documentation Management:

• Maintain accurate and up-to-date documentation for all tickets, including issues, resolutions, and troubleshooting steps.
• Ensure proper documentation of client environments, network configurations, and assets.
• Create and update knowledge base articles to assist with recurring issues and improve ticket resolution times.

5. Process and Workflow Optimization:

• Continuously review service delivery workflows to identify areas for improvement.
• Implement changes to streamline ticket handling and improve overall technician efficiency.
• Collaborate with management to develop and refine best practices.

6. Reporting and Metrics:

• Prepare and distribute regular reports on ticket status, SLA performance, and technician productivity.
• Analyze ticket trends to identify recurring issues and potential process improvements.

Qualification and requirements:

Education:

• Bachelor’s degree in IT, business, or related field (preferred) or equivalent experience.

Experience:

• 2+ years of experience in IT support, service coordination, or ticket management (Managed Service Provider experience preferred).

Skills:

• Strong organizational and multitasking abilities
• Proficiency with IT ticketing systems (e.g., ConnectWise, ServiceNow, Autotask)
• Attention to detail and accuracy in documentation (e.g., IT Glue)
• Basic understanding of IT concepts (networking, servers, cybersecurity)
• Ability to hold technicians accountable and enforce policies

Key Competencies:

• Strong problem-solving and decision-making
• Process-driven with a focus on continuous improvement
• Ability to manage multiple priorities under pressure
• Team collaboration and leadership

Perks & Benefits:

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Endless opportunities for career advancement
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Tech-on-wheels Support
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Cloudstaff: Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

**To become a priority applicant, please share a 1-2 minute video introduction detailing your experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.**