Service Delivery Coordinator

Job Title: Service Delivery Coordinator - IT Infrastructure Location: Chennai / Bangalore / Pune Shift: 5:00 PM IST - 5:00 AM IST (US Time Zone Support) Department: Service Delivery / Operations Reports To: Service Delivery Manager / Program Manager About TECEZE TECEZE is a global Managed Services and IT Solutions provider, delivering end-to-end technology services across Infrastructure, Networks, Cybersecurity, Cloud, and End User Computing. We support customers across the USA, UK, and Europe, ensuring high-availability and secure IT operations. Role Overview We are looking for Service Delivery Coordinators to support our USA region customers during the night shift (5 PM - 5 AM IST). The role is responsible for coordinating and tracking IT infrastructure projects and BAU service delivery across Networks, Servers, Storage, and End User Computing, including the large-scale deployment and coordination of field engineers at customer sites. You will act as the central point of contact between customers, internal technical teams, and field engineers to ensure timely, high-quality service delivery. Key Responsibilities 1. Service Delivery & Coordination - Coordinate day-to-day delivery of IT services for US-based customers across multiple time zones. - Manage work orders, tickets, and service requests related to: - Network (LAN/WAN/Wi-Fi, routers, switches, firewalls) - Servers (Windows/Linux), Virtualization - Storage & Backup - End User Computing (desktops, laptops, printers, peripherals) - Ensure SLAs, OLAs, and customer commitments are met and escalations are handled proactively. - Track incidents from logging to closure, ensuring regular updates to stakeholders. 2. Project & Deployment Coordination - Coordinate IT infrastructure rollout and refresh projects (e.g., hardware refresh, new site setup, migrations). - Plan and schedule large-scale deployments of field engineers for on-site activities (installations, upgrades, troubleshooting). - Prepare and share deployment plans, engineer rosters, and site schedules. - Ensure pre-requisites (access, hardware readiness, change approvals) are in place before deployment. 3. Field Engineer Management - Assign, brief, and coordinate with on-site field engineers across multiple locations in the USA. - Track engineer check-ins, work progress, and closure with proper documentation (site reports, sign-offs, photos, etc.). - Validate work completion against scope and update systems accordingly. 4. Stakeholder & Customer Communication - Act as a coordination point between customers, internal NOC/Support teams, vendors, and field engineers. - Provide timely updates on incident status, project milestones, and planned activities. - Participate in customer review calls, internal status meetings, and change review boards as required. 5. Operational Governance & Reporting - Prepare and maintain daily/weekly/monthly reports (SLA performance, ticket volumes, deployment status, pending activities). - Maintain documentation: SOPs, process workflows, runbooks, and project trackers. - Support continuous improvement of service delivery processes and tools. Required Skills & Experience - Total Experience: 3-7 years in Service Delivery / IT Coordination / Project Coordination roles. - Domain Experience: - Exposure to IT Infrastructure environments - Networks, Servers, Storage, End User Computing. - Experience coordinating on-site / field engineer activities for multiple customer locations. - Experience handling US or international customers is highly preferred. - Technical Understanding (Coordinator level): - Basic understanding of: - Network components: routers, switches, access points, firewalls - Server & virtualization environment (Windows/Linux, VMs) - Storage, backup jobs, NAS/SAN basics - End user computing: OS issues, hardware replacement, peripheral support - Ability to understand technical tickets and route them to the right teams. - Tools & Processes: - Experience with ITSM / ticketing tools (e.g., ServiceNow, JIRA, ManageEngine, etc.). - Familiar with ITIL processes (Incident, Change, Problem, Request Management). - Strong skills in MS Excel, PowerPoint, and documentation. - Soft Skills: - Excellent communication skills (spoken and written English) for US client interactions. - Strong coordination, follow-up, and ownership mindset. - Ability to work in a high-volume, time-sensitive environment. - Strong attention to detail and organizational skills.