Service Dispatcher

Senior/Lead Resource Coordinator (Service Dispatcher)

Location : Manayat Tech Park Bangalore

Shift : 6 pm IST to 3.00 AM IST

The Resource Coordinator plays a critical role in the dispatch function, aligning field service technicians and engineers with customer needs in real time. This position is responsible for planning, scheduling, and assigning resources with appropriate skills for network-related service requests, including technical troubleshooting, on-site support, and project-based deployments.

This individual collaborates closely with internal managers and cross-functional teams to maximize resource utilization, ensure timely service delivery, and support billing operations through accurate documentation and system updates

Primary Roles & Responsibilities:

Dispatch & Scheduling

1. Manage real-time dispatch of infrastructure/network technicians and engineers to customer sites.
2. Match resource skills and availability with customer service demands across U.S. time zones (EST & Central).
3. Coordinate with FSO Managers, SDO Managers, and Project Managers for resource planning and workload distribution
4. Maintains online database, ensures maximization of all resources, tracks all databases, and assists to streamline all processes for customers.

Service Operations & Tool Management

1. Leverage ServiceNow for service ticket tracking, task assignments, and dispatch workflows.
2. Maintain accurate resource schedules and assignments in internal systems.
3. Input and track relevant service data in SAP and internal tools to ensure billing and tracking accuracy.

Billing & Documentation:

1. Coordinate with billing teams to ensure timely invoicing based on dispatched services.
2. Collect and verify required paperwork deliverables during and after the dispatch process.

Operational Planning:

• Analyze demand and backlog data to proactively plan upcoming dispatch needs.
• Maintain a talent/resource database to ensure resource availability and quality alignment.
• Balance resource supply and demand while factoring in skills, experience, geography, and cost efficiency.

Process Execution & Improvement:

• Apply and uphold Commercial Services PMO standards and dispatch coordination processes.
• Support continuous improvement initiatives by streamlining scheduling and dispatch operations.

Skills & Abilities:

• Strong understanding of dispatch operations, service coordination, or resource scheduling.
• Hands-on experience with ServiceNow (resource management and ticketing).
• Ability to manage and update records in SAP or equivalent ERP systems.
• Proficiency in MS Office Suite (Excel, Outlook, PowerPoint); familiarity with Adobe.
• Strong organizational skills and attention to detail.
• Effective verbal and written communication; able to engage confidently with internal teams and customers.
• Ability to prioritize tasks, manage multiple assignments, and meet deadlines independently.
• Preferred Experience:
• Experience working in IT services, network infrastructure, or field support environments.
• Exposure to resource planning, capacity management, and service delivery tracking.
• Familiarity with scheduling field engineers or technicians based on technical skills and service SLAs

Qualifications:

• Required Education Level: High School Diploma or equivalent required
• Area of Study / Degree: Certifications (Required or Preferred)
• Experience utilizing ServiceNow’s resource management capability is desirable.
• Flexibility to support time-sensitive dispatch requirements is essential.
• Minimum Total Work Experience: 5-7 years of work experience
• Resource Coordination Experience: 5 years (preferred but not mandatory)

Experience with ServiceNow (highly desirable)