Role & responsibilities

The Technical Service Coordinator is responsible for coordinating and managing HCI technical service delivery to clients with a strong emphasis on customer satisfaction, meeting client expectations, and ensuring seamless, escalationfree service operations. The role requires close collaboration with technical teams to ensure that all services are delivered according to agreed standards, SLAs, and quality benchmarks.

Job Responsibilities

Coordinating Service Delivery
- Ensure endtoend coordination of technical service delivery with internal teams, guaranteeing that all client deliverables are completed on time, within scope, and aligned with customer expectations.
- Proactively identify risks or delays and take corrective actions to prevent service disruptions or escalations.

Managing Customer Relationships
- Act as the primary point of contact for clients, ensuring transparent communication, timely updates, and consistent followthrough on all service requests.
- Address client queries, concerns, and incidents promptly,



ensuring high satisfaction levels and preventing issues from escalating.
- Build strong, trustbased relationships by understanding client needs and ensuring services consistently meet or exceed expectations.

Monitoring Service Performance
- Track and analyse service performance metrics (SLAs, OLAs, KPIs) to ensure delivery quality and customer satisfaction.
- Identify service gaps, recurring issues, or performance risks and implement improvements to maintain zeroescalation service delivery.
- Conduct regular service reviews with clients and internal teams to ensure alignment and continuous improvement.

Reporting and Documentation
- Maintain accurate and uptodate documentation, including service reports, incident logs, RCA reports, and performance dashboards.
- Provide clients and management with clear, timely reports on service performance, highlighting achievements, risks, and improvement actions.

Continuous Improvement
- Iden

📌 Technical Service Coordinator (Hyderabad)
🏢 Stefanini
📍 Hyderabad