Role Summary

The Service Delivery Coordinator (SDC) runs the operational engine for our Identity Managed Services practice. This role ensures work flows reliably from intake to prioritized execution to documented closure, so engineers can focus on delivery and customers experience consistent outcomes.

This is not a hands-on engineering role. The SDC is the execution control plane: running operational cadence, maintaining backlog and queue health, enforcing the definition of done, monitoring SLAs, and proactively removing blockers before they become escalations.

Why This Role Exists

Identity and Access Management (IAM) delivery fails in predictable ways: priority churn, too many interrupts, unclear ownership, and “done” work that lacks documentation. The SDC exists to prevent that by operating a disciplined workflow and enforcing a repeatable quality bar with strong runbook discipline.

Core Responsibilities

1) Run Daily Cadence and Queue Flow

- Run a 15-minute daily standup to unblock engineers and confirm priorities.
- Perform queue management: triage incoming tickets and assign to L2/L3 based on load, urgency, and skillset.
- Enforce a “Definition of Ready” for tickets escalated from the L1 Service Desk so L2 engineers receive actionable work.
- Monitor the team board daily to ensure work items move continuously and do not stall.
- Maintain explicit definitions of ready and done so work starts cleanly and closes as truly complete (implemented and documented).

2) SLA Watch and Escalation Coordination

- Maintain an SLA watch: identify tickets approaching breach and drive next actions.
- Coordinate incident and ticket handoffs between tiers to ensure clean summaries and prevent repeat back-and-forth.

3) Backlog Hygiene, Blockers, and Dependency Chasing





- Own blocked work and remove blockers such as customer logs, approvals, vendor follow-ups, and change windows.
- Proactively detect risks to schedules and escalate early before timelines slip or customers feel impact.
- Identify recurring manual tasks and route them to the Automation Engineer to reduce ticket volume permanently.

4) Reporting and Data Quality

- Finalize and deliver Monthly Service Reports (drafted by L1) and validate data quality.
- Track and report workflow and service performance metrics including throughput, cycle time, work in progress, aging work, SLA performance, and recurring incident trends.

5) Billing Watch and Fair Use Signals

- Review overage flags raised by the L1 Service Desk related to “Fair Use” caps and flag to the Customer Success Manager (CSM) for review.

6) Expiry Watch (App Hygiene)

- Oversee the expiry monitoring process (executed by L1) and ensure tickets are routed to engineering for upcoming expirations.

7) Time Entry and Margin Hygiene

- Ensure engineering time logs are accurate and complete for margin tracking and forecasting.

8) Onboarding and Project Tracking

- Track the 4-week onboarding roadmap milestones for new customers (Access, Audit, Tuning, Go-Live).
- Ensure Service Commencement Reports are delivered on schedule.

Tools and Operating Environment

- Ticketing and work boards (Jira, ServiceNow, or similar)
- Microsoft Teams
- Shared documentation systems (Confluence, SharePoint, or similar)




- Multi-tenant operations exposure is a plus (examples: Azure Lighthouse, Cyberdrain CIPP)

Key Working Relationships

- Partner with the CSM on customer expectations, service reviews, and escalation handling.
- Coordinate daily with L2 engineers and manage escalations to L3, preserving L3 capacity for complex architecture and first-of-kind work.
- Collaborate with the Automation Engineer to prioritize toil reduction and tool fixes.
- Provide feedback to the L1 Service Desk to improve triage accuracy and reduce bounce-back tickets.

Success Measures (What Good Looks Like)

- Reduced work stuck in progress (lower WIP, fewer stale items) and improved flow consistency.
- Faster blocker resolution with clear owners, next actions, and deadlines.
- Strong compliance with definition of done (work closes with complete documentation and clean handoffs).
- Fewer repeat incidents due to stronger SOP/runbook capture and follow-through.

Required Qualifications

- 4+ years in service delivery, delivery management, IT operations, or technical program/project management in an IT services environment.
- Experience running flow-based delivery (Kanban), including backlog hygiene, WIP control, and cadence facilitation.
- Strong incident and ticket management discipline: triage, escalation routing, stakeholder communication, and closure hygiene.
- Strong documentation mindset (able to create, enforce, and maintain operational documentation).
- Excellent written and verbal communication in English (customer-facing coordination).
- Technical aptitude: general understanding of IT infrastructure concepts (cloud, identity, helpdesk) to categorize work effectively and understand engineer blockers.
- Diplomacy and co

📌 Service Delivery Coordinator (Sdc) - Identity Managed Services (India)
🏢 GCA Technology Services
📍 India