Service Delivery Coordinator

About the Role

The Service Delivery Coordinator (SDC) is a critical operational role within Teceze's delivery model. Working alongside Service Delivery Managers (SDMs), the SDC is responsible for the day-to-day coordination of field engineers, timesheets, billing data, attendance management, and work order tracking. The SDC is the operational backbone of account delivery ensuring nothing falls through the cracks between a job being completed and an invoice being raised.

Key Responsibilities

• Coordinate daily engineer attendance confirm site arrivals, log absences, arrange backfill
• Collect, verify, and submit engineer timesheets weekly for payroll and billing
• Maintain work order and dispatch records in the FSM platform
• Compile and submit weekly billing data to the SDM and Finance team
• Track open service tickets and provide status updates to the SDM
• Schedule and coordinate engineer site visits, logistics, and access arrangements
• Maintain accurate records of all ongoing project activities and client communications
• Support SDM in preparing weekly and monthly service reports
• Identify and escalate operational issues engineer no-shows, billing discrepancies, client complaints
• Maintain engineer compliance records: BGV, certifications, inductions

Essential Requirements

• 3+ years of experience in IT service delivery coordination, PMO support, or operations administration
• Proficiency in ITSM tools (ServiceNow, Freshdesk, Jira, or similar)
• Strong Excel skills data management, VLOOKUP, pivot tables, reporting
• Experience managing timesheets, attendance records, and billing data
• Excellent organisational skills and ability to manage multiple accounts simultaneously
• Strong written and verbal communication in English
• Ability to work under pressure and meet weekly billing deadlines

Preferred / Nice-to-Have

• Experience in managed IT services, field services, or staffing environments
• Knowledge of field service management tools (IFS, SAP FSM, or similar)
• Prior experience supporting SDMs or PMs in a global delivery environment