Service Delivery Coordinator

The Service Delivery Coordinator is responsible for the real-time operational execution of managed services during their assigned shifts. Acting as a shift-level leader and first escalation point during extended hours shifts, the SDC ensures consistent service delivery, adherence to SLAs, and high-quality support outcomes. They bridge the gap between engineering rigor and operational continuity by directly resolving L2 requests, guiding L1 agents, and ensuring quality across shift activities.

General: Responsibilities and tasks for this role

• Shift-Level SLA Compliance: Ensure all service level commitments are met during active shifts, measured through SLA conformance and customer satisfaction (CSAT/NPS).
• Ticket Flow Management: Oversee ticket dashboards, assigning and escalating requests appropriately to prevent SLA breaches.
• Operational Transparency: Maintain accurate, timely documentation and visibility of work progress within the service management system.

Shift Oversight and Incident Management

• Monitor incoming tickets and alerts to ensure rapid assignment and resolution based on SLA priority.
• Actively work on L2 tickets and assist agents with L1 requests when needed to ensure no bottlenecks or unresolved issues linger.
• Track escalation timelines and ensure tickets are elevated to the appropriate service level (L2 to L3) when required.

Team Support and Coordination

• Ensure extended hours team is consistently monitoring and responding to incidents or service requests during their scheduled working hours.
• Coordinate with the Managers and Leads during shift handover to identify any tasks the team should be working on while there is no incident or service request work to do and then direct team members to perform any work agreed upon.
• Support agents and engineers during the shift by offering guidance, validation, and escalation assistance.
• Ensure that every shift team member frequently and consistently updates their tickets, noting blockers, status changes, and progress.
• Review team progress and performance in real-time, identifying risks to SLA adherence and taking corrective actions immediately.

Performance Reporting and Compliance

• Ensure ticket updates are made daily, even if no progress occurred (updates should indicate blockers).
• Confirm ticket resolutions meet client expectations before closure and ensure appropriate follow-up timelines are established while awaiting client feedback.
• Validate that all shift team members submit complete and accurate timesheets with correct engagement and task breakdowns.

System Access and Client Monitoring

• Log into all client systems to maintain system access and remain up to date on environment status.
• Proactively verify that client systems and automated monitoring tools are functioning properly, not just in response to tickets but as a preventative action.

Expected Outcomes

• Smooth and uninterrupted service delivery throughout assigned shifts.
• All incidents, service requests, and changes are handled within SLA thresholds.
• Accurate, real-time tracking of request statuses and escalation paths.
• Clearly documented actions, diagnoses, and remediations that align with Roboyo’s quality standards.
• Proactive issue identification and resolution, not just reactive support.

Must-have qualifications & competencies

• Years of experience: 2–4 years in a technical/service desk support role, including exposure to incident or shift coordination.
• Education field: Bachelor's degree in Computer Science, Information Technology, Engineering, related technical field or equivalent practical experience.

• Incident and Shift Management: Skilled at real-time issue prioritization, triage, and delegation.
• Technical Problem Solving: Strong L2-level diagnostic and troubleshooting ability across automation and infrastructure platforms.
• Service Management Systems: Proficient in ticketing tools, escalation workflows, and SLA monitoring dashboards.
• Collaboration: Acts as a key team player and mentor during shifts—guiding junior staff while escalating critical issues to senior roles.
• Attention to Detail: Excellent at documentation, quality assurance tasks, and test plan validation.
• Accountability and Ownership: Consistently drives toward outcomes and upholds Roboyo’s reputation for high-quality managed services.

Nice to have qualifications & competencies 

• Experience with automation technologies (RPA, UiPath, Blue Prism, Automation Anywhere, etc.) is a strong advantage.
• Experience with databases, SQL, and data visualization tools such as Tableau and Microsoft Power BI.
• Experience in process consulting and process optimization initiatives.
• Experience in IT support or participation in IT implementation projects.
• Understanding of service management practices (e.g., ITIL concepts, incident and change management).
• Exposure to AI-driven automation and Agentic AI concepts, including the use of LLMs, AI agents, or orchestration frameworks (e.g., LangChain, prompt engineering, AI workflow automation) to support intelligent process automation.

What we offer 

• Tailored development plan with career coaching 
• Regular feedback – we value your opinion, and we appreciate new ideas 
• International career and project opportunities 
• Deepen your working knowledge of intelligent automation through our structured training courses  
• Immerse yourself in an exciting, positive, and creative atmosphere and generate novel solutions to some of our client's most complex challenges 
• Work in different international and cross-cultural teams for each project 

Benefits

• 100% payroll + benefits by law
• Work from home
• 30-day Christmas bonus
• 16 vacation days
• 1 economic day a year
• Grocery coupons
• Savings fund
• Home office stipend
• Major medical insurance
• Life insurance
• Training & certifications