- Remote, United States
- Remote
- Full-time · Mid
- 3+ years
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.
Responsibilities
- 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 into 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.
Requirements
- Nice to have: Zendesk
- Nice to have: Harvest
- Nice to have: HubSpot
- Nice to have: Slack