Service Delivery Coordinator

Fortified Data

. Monitor time entry compliance and prepare weekly exceptions and utilization reports .

Posted 11/5/2026full-timeRemote • North Carolina • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in operations coordination and service delivery within IT services, with strong capabilities in data analysis, reporting, and client communication. Proficient in managing schedules, ticketing systems, and workflow automation to enhance operational efficiency.

Highest-signal resume keywords

Operations CoordinationService Delivery CoordinationZendesk ExperienceExcel ProficiencyProject Coordination

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisReport PreparationWorkflow AutomationTicketing System ManagementResource Scheduling

Soft Skills

Professional CommunicationDeadline ManagementCollaborationProblem-Solving

Tools & Technologies

ZendeskHarvestHubSpotSlackPowerPoint

Industry Keywords

IT ServicesManaged Service ProviderITILSLAPEO

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Monitor time entry compliance and prepare weekly exceptions and utilization reports
Maintain the Managed Services work schedule and PTO calendar, reviewing requests against coverage and escalating conflicts to POD Leaders
Maintain the after-hours rotation and escalation chain in the paging system
Monitor Zendesk ticket queue hygiene, including routing, categorization, aging tickets, and SLA breach warnings
Keep client, routing, and escalation information accurate in Zendesk and paging systems
Support Managed Services onboarding by coordinating schedules, tracking access and documentation requests, following up on activities, and confirming handoff checklists
Track milestones for internal Managed Services projects and raise timeline risks
Prepare data and materials for client meetings and deliverables, including monthly client review decks
Translate technical updates, ticket activity, and service issues into clear language for internal and client-facing audiences
Compile and validate data for the weekly Managed Services scorecard from Zendesk, Harvest, and HubSpot
Distribute quarterly performance input forms, track completion, and compile responses for the Chief Operating Officer
Maintain process documentation, templates, and schedules
Identify recurring manual steps and recommend automation opportunities
Report to the Chief Operating Officer and collaborate with POD Leaders, the Managed Services Technical Lead, Strategic Account Management, and the Project Management Office

Requirements

What you’ll need

Three or more years of experience in operations coordination, service delivery coordination, resource scheduling, or project coordination, preferably within an IT services or Managed Service Provider environment
Hands-on experience working with a ticketing or ITSM system and a time tracking system, including reviewing data for completeness and following up on gaps
Strong skills in Excel or a comparable spreadsheet tool, including building and maintaining recurring reports from exported data
Experience preparing polished, data-driven presentations in PowerPoint or a comparable tool for client or leadership audiences
Demonstrated ability to follow up with busy technical colleagues on deadlines and compliance tasks, persistently and professionally, without formal authority over them
Experience maintaining shared calendars, rotations, or coverage schedules for a team
Experience with Zendesk, Harvest, HubSpot, and Slack preferred
Familiarity with PEO or HRIS platforms such as TriNet for PTO and time off administration preferred
Exposure to workflow automation tools, such as Slack workflows, Zapier, or Power Automate preferred
Familiarity with ITIL concepts such as SLAs, ticket prioritization, and escalation paths preferred
Experience working on a fully remote team preferred
Ability to handle PTO, utilization, and performance input information with confidentiality and professionalism
Eligible candidates must provide evidence of legal working status for any employer in the U.S.

Benefits

Comp & perks

Competitive compensation
Comprehensive health benefits
Retirement plan
Fully remote role
Healthy work-life balance
Occasional travel for team meetings or company events