Job summary The Service Delivery Coordinator (SDC) is responsible for ensuring smooth service operations, SLA compliance, incident coordination, and customer satisfaction while driving quality assurance, learning & development, and continuous service improvement initiatives. The role serves as a shift-level coordinator, supports L1/L2 teams, monitors service performance, and works closely with stakeholders to enhance operational excellence.

Key Responsibilities

Service Delivery & Operations

- Monitor ticket queues, dashboards, and alerts to ensure SLA adherence and service continuity.

- Act as the first escalation point for incidents, service requests, and operational issues.

- Coordinate shift activities, handovers, and stakeholder communications.

- Support L2 troubleshooting activities and escalate complex issues when required.

- Ensure timely ticket updates, resolution quality, and customer satisfaction.

Quality Assurance & Continuous Improvement

- Conduct quality audits of ticket-based support and service delivery activities.

- Evaluate team performance against SOPs, SLAs, KPIs, and quality standards.

- Perform Root Cause Analysis (RCA) and identify recurring service or process gaps.

- Prepare quality scorecards, dashboards, and performance reports.

- Drive continuous improvement initiatives to enhance customer experience and operational efficiency.

Learning & Development

- Support onboarding and refresher training programs for service delivery teams.

- Identify training needs based on quality findings, performance trends, and business requirements.

- Develop and maintain training materials, SOPs, knowledge articles, and process documentation.





- Conduct coaching and mentoring sessions to improve team performance and service quality.

- Track training effectiveness and knowledge management activities.

Project & Service Improvement Coordination

- Coordinate service improvement, transformation, and operational excellence initiatives.

- Track project milestones, risks, dependencies, and action items.

- Prepare status updates, reports, and meeting minutes.

- Collaborate with internal teams and stakeholders to ensure successful delivery of improvement initiatives.

Must-have qualifications & competencies

- 2–4 years of experience in Service Desk, Service Delivery, IT Support, Customer Support Operations, or Managed Services.

- Solid incident management, troubleshooting, and stakeholder management skills.

- Experience with ticketing and service management tools such as ServiceNow, Jira, or Remedy.

- Understanding of SLA/KPI management, quality assurance practices, and reporting.

- Strong communication, presentation, coaching, and documentation skills.

- Proficiency in Microsoft Excel, PowerPoint, and reporting tools.

- Bachelor's degree in IT, Computer Science, Engineering, or related field.

Nice to have qualifications & competencies

- ITIL, Lean Six Sigma, Quality Management, or Project Management certifications.

- Exposure to RPA platforms (UiPath, Automation Anywhere, Blue Prism).

- Knowledge of Power BI, Tableau, process optimization, or Agentic AI concepts.

Key Competencies: Service Delivery Management, Quality Assurance, Learning & Development, Coaching & Mentoring, Incident Management, Root Cause Analysis, Continuous Improvement, Stakeholder Management, Reporting & Analytics, Customer Focus.

📌 Service Delivery Coordinator (India)
🏢 Roboyo
📍 India