Service Delivery Coordinator

About the role

The Service Delivery Coordinator coordinates client incidents and service requests from reception to controlled closure. The role ensures correct qualification, prioritisation and routing, monitors L1/L2 workflow and checks that required SOPs or Incident Resolution Guides (IRGs) are attached before closure. It also supports service-level reporting, formal action tracking and run-transition follow-up, while overall client service ownership remains with the Service Delivery Manager.

Key responsibilities

• Review, qualify and prioritise incoming incidents and service requests, validating ticket information and routing work to the right L1 or L2 queue.
• Find and attach approved SOPs for service requests where available, and ensure incidents follow the correct investigation type and client validation process.
• Monitor L1-to-L2 escalations, queue ownership, OLA adherence, overdue tickets and operational risks.
• Follow up missing or overdue SOP/IRG creation with Team Leaders or Team Managers, and ensure tickets are not closed until the required knowledge document is attached.
• Gather client dissatisfaction and operational feedback, present key issues to the Service Delivery Manager and management, and take part in continuous improvement meetings.
• Raise recurrent issues for root-cause analysis and maintain a formal action register with owner, target date, status and closure evidence.
• Prepare and validate operational data for service reporting (SLA performance, backlog, ageing, outstanding actions).
• Support service transitions, onboarding and handovers into Run, and track corrective and preventive actions from Problem Management.

Required profile

• Good understanding of incident management, request management, ticket prioritisation and escalation.
• Strong organisation, follow-through and attention to detail; clear written and verbal communication with technical and non-technical stakeholders.
• Ability to challenge incomplete information constructively and prioritise calmly.
• Working knowledge of ITSM principles and ticketing tools.
• Understanding of service transition and Problem Management follow-up in a managed-services environment.