Service Delivery Coordinator - REMOTE

Fortified Data is a fast-growing, fully remote database services company helping organizations worldwide optimize their most critical data environments. As trusted advisors in database management, administration, and strategic consulting, we partner with clients to design solutions that do not just solve today's challenges, they scale for tomorrow's growth.

Our team members are empowered to take ownership, contribute ideas, and help shape the future of the company. Working at Fortified Data comes with competitive compensation, comprehensive health benefits, a retirement plan, and the flexibility of a fully remote role while maintaining a healthy work life balance.

Fortified Data is an equal opportunity employer. Eligible candidates must provide evidence of legal working status for any employer in the U.S.

Job Summary

The Service Delivery Coordinator helps keep the operational side of our Managed Services organization running smoothly, so our database engineers and POD Leaders can stay focused on client work. This role administers time entry compliance, PTO and coverage scheduling, after hours rotation scheduling, ticket queue hygiene, onboarding and internal project tracking, client deliverable preparation, and the weekly Managed Services scorecard.

Much of the routine checking in this role is supported by automation in Slack, Harvest, Zendesk, and HubSpot. The Coordinator acts on what that automation surfaces, follows through with the right people, and helps identify the next manual step worth automating. This is an operations support role. It has no direct reports and does not supervise, evaluate, or assign work to team members. It does not make technical, performance, compensation, or corrective action decisions, and it routes those to the right owners.

This role reports to the Chief Operating Officer, who sets its priorities and responsibilities, and works daily with POD Leaders, the Managed Services Technical Lead, the Strategic Account Management team, and the Project Management Office.

Duties and Essential Job Functions

• Monitor time entry compliance across the Managed Services team, follow up on missing or incomplete time flagged by automated reminders, and prepare the weekly exceptions report and utilization by POD.
• Keep the Managed Services work schedule and PTO calendar current, reflecting the assignments and coverage decisions made by POD Leaders, and review PTO requests against coverage before they are entered in the HR system, bringing conflicts to POD Leaders for a decision.
• Maintain the after-hours rotation and escalation chain in our paging system, based on assignments set by POD Leaders, and keep it accurate as staffing and PTO change.
• Monitor ticket queue hygiene in Zendesk, including client to POD routing accuracy, categorization, aging tickets, and SLA breach warnings, and bring issues to the right POD Leader promptly.
• Partner with Technical Operations to keep client, routing, and escalation information accurate and current in Zendesk and our paging and escalation system.
• Support the Project Management Office during Managed Services onboarding by coordinating schedules, tracking access and documentation requests, following up with team members to keep onboarding activities on their agreed dates, and confirming handoff checklists are complete before ongoing support begins.
• Coordinate with POD Leaders on internal Managed Services projects, tracking milestones and following up with team members so that activities are completed on schedule, and raising timeline risks to POD Leaders early.
• Ensure Strategic Account Managers and Project Managers have the materials and data they need for client meetings and deliverables within agreed time frames, including monthly client review decks that present ticket, SLA, and service activity data in a consistent, client-ready format.
• Serve as a communication bridge between Managed Services engineers and the rest of the organization, translating technical updates, ticket activity, and service issues into clear, accurate language for Project Managers, Strategic Account Managers, Sales, and leadership, and prepare clear client-facing materials in support of the Strategic Account Management team.
• Compile the data for the weekly Managed Services scorecard used in the leadership meeting, drawing from Zendesk, Harvest, and HubSpot, and confirm it is complete and accurate before it is shared.
• Distribute the quarterly performance input form to POD Leaders, track completion, and compile responses for the Chief Operating Officer. This role does not provide performance input on team members.
• Maintain Managed Services process documentation, templates, and schedules, and keep them current as workflows change.
• Identify recurring manual steps in Managed Services operations and recommend automation opportunities to the POD Leader and Technical Operations.

Measures of Success

This role will be evaluated against a defined set of annual objectives, established each year in partnership with leadership. Representative measures include the following.

• Time entry compliance rate across the Managed Services team.
• Onboarding and internal project activities completed on their agreed dates.
• PTO and after-hours coverage conflicts identified and brought to POD Leaders before they affect client support.
• On-time, accurate delivery of the weekly scorecard and monthly client review decks.
• Queue hygiene, measured by aging tickets and routing or categorization errors.
• Satisfaction of POD Leaders, Strategic Account Managers, and the Project Management Office with the support this role provides.

Required Experience

• Three or more years of experience in operations coordination, service delivery coordination, resource scheduling, or project coordination, preferably within an IT services or Managed Service Provider environment.
• Hands-on experience working with a ticketing or ITSM system and a time tracking system, including reviewing data for completeness and following up on gaps.
• Strong skills in Excel or a comparable spreadsheet tool, including building and maintaining recurring reports from exported data.
• Experience preparing polished, data-driven presentations in PowerPoint or a comparable tool for client or leadership audiences.
• Demonstrated ability to follow up with busy technical colleagues on deadlines and compliance tasks, persistently and professionally, without formal authority over them.
• Experience maintaining shared calendars, rotations, or coverage schedules for a team.

Preferred Experience

• Experience with Zendesk, Harvest, HubSpot, and Slack.
• Familiarity with PEO or HRIS platforms such as TriNet for PTO and time off administration.
• Exposure to workflow automation tools, such as Slack workflows, Zapier, or Power Automate.
• Familiarity with ITIL concepts such as SLAs, ticket prioritization, and escalation paths.
• Experience working on a fully remote team.

Required Attributes

Organization: Keeps many recurring deadlines, schedules, and requests on track at once, and notices quickly when something is about to slip.

Follow-Through: Closes the loop on every open item, and does not consider a task done until the right person has acted on it.

Diplomatic Persistence: Follows up with engineers and leaders as often as needed while keeping the relationship positive and respectful of their client priorities.

Accuracy: Checks data before it reaches leadership or a client, and catches gaps, duplicates, and inconsistencies before others do.

Discretion: Handles PTO, utilization, and performance input information with confidentiality and professionalism.

Curiosity: Asks why a manual process exists and looks for ways to simplify or automate it.

Work Environment

We are a 100% remote company.

Occasional travel may be required for team meetings or company events.