Service Delivery Coordinators

As a Service Delivery / Service Desk Coordinator based in Mumbai with 5-10 years of experience, your role revolves around coordinating day-to-day service operations, ensuring smooth service delivery, and maintaining high levels of customer satisfaction. Your responsibilities include: - Managing and coordinating service desk activities, such as ticket assignment, tracking, and closure. - Ensuring timely response and resolution of incidents and service requests. - Monitoring ticket queues and adherence to defined SLAs. - Acting as a central point of contact for escalations and service issues. - Tracking and monitoring service performance against agreed SLAs and KPIs. - Coordinating with technical teams (L1/L2/L3) for timely resolution. - Preparing and sharing service performance reports with stakeholders. - Participating in service review meetings and continuous improvement initiatives. - Acting as the first point of contact for customers for operational and service-related queries. - Ensuring regular communication with customers regarding incidents, requests, and updates. - Managing expectations and maintaining high customer satisfaction levels. - Ensuring adherence to IT service management processes and best practices aligned with ITIL. - Supporting incident, problem, change, and request management processes. - Maintaining proper documentation and reporting. - Coordinating with internal teams, vendors, and partners for issue resolution. - Assisting in onboarding new customers and transitioning services to operations. - Supporting audits, compliance activities, and service improvement initiatives. Required Skills & Competencies: - 5-10 years of experience in service desk/service delivery coordination. - Strong understanding of ITIL processes and service management best practices. - Excellent communication and coordination skills. - Strong analytical and problem-solving abilities. - Ability to work in fast-paced, customer-facing environments. Preferred Skills: - Experience in managed services or system integrator environments. - Experience with ticketing tools and service management platforms. - Basic understanding of IT infrastructure (networking, servers, cloud, security). Educational Qualification: - Bachelor's Degree in IT/Computer Science/Engineering or equivalent. - ITIL certification (mandatory), such as ITIL Foundation. Key Performance Indicators (KPIs): - SLA adherence and ticket resolution performance. - Customer satisfaction scores. - Accuracy and timeliness of reporting. - Effective coordination and reduction in escalations. As a Service Delivery / Service Desk Coordinator based in Mumbai with 5-10 years of experience, your role revolves around coordinating day-to-day service operations, ensuring smooth service delivery, and maintaining high levels of customer satisfaction. Your responsibilities include: - Managing and coordinating service desk activities, such as ticket assignment, tracking, and closure. - Ensuring timely response and resolution of incidents and service requests. - Monitoring ticket queues and adherence to defined SLAs. - Acting as a central point of contact for escalations and service issues. - Tracking and monitoring service performance against agreed SLAs and KPIs. - Coordinating with technical teams (L1/L2/L3) for timely resolution. - Preparing and sharing service performance reports with stakeholders. - Participating in service review meetings and continuous improvement initiatives. - Acting as the first point of contact for customers for operational and service-related queries. - Ensuring regular communication with customers regarding incidents, requests, and updates. - Managing expectations and maintaining high customer satisfaction levels. - Ensuring adherence to IT service management processes and best practices aligned with ITIL. - Supporting incident, problem, change, and request management processes. - Maintaining proper documentation and reporting. - Coordinating with internal teams, vendors, and partners for issue resolution. - Assisting in onboarding new customers and transitioning services to operations. - Supporting audits, compliance activities, and service improvement initiatives. Required Skills & Competencies: - 5-10 years of experience in service desk/service delivery coordination. - Strong understanding of ITIL processes and service management best practices. - Excellent communication and coordination skills. - Strong analytical and problem-solving abilities. - Ability to work in fast-paced, customer-facing environments. Preferred Skills: - Experience in managed services or system integrator environments. - Experience with ticketing tools and service management platforms. - Basic understanding of IT infrastructure (networking, servers, cloud, security). Educational Qualification: - Bachelor's Degree in IT/Computer Science/Engineering or equivalent. - ITIL certification (mandatory), such as ITIL Foundation. Key Performance Indicators (KPIs)