Service Delivery Coordinator

5 days ago

Lahore, Punjab, Pakistan HandyHunts Full time 1,200,000 - 2,400,000 per year

The
IT Service Delivery Coordinator
is responsible for managing and supporting the delivery of IT services to clients or internal users. This role ensures that all service requests, incidents and changes are handled efficiently, meet agreed service levels and deliver a high standard of customer satisfaction. You will act as a key link between clients, technical teams and other departments to ensure smooth service operations.

Key Responsibilities:

Service Coordination & Management

  • Schedule and monitor IT service tasks, including support tickets, maintenance and project-related work
  • Make sure services are delivered on time and follow agreed Service Level Agreements (SLAs)

Customer Communication

  • Act as the point of contact for service-related communication with clients or internal users
  • Provide updates on the progress of service tickets or projects
  • Handle client questions or concerns and escalate complex issues to senior staff as needed

Service Monitoring & Reporting

  • Monitor ticket queues and ensure proper prioritization and assignment
  • Prepare regular service reports showing response times, resolution rates and performance against SLAs

Process Improvement

  • Identify areas for improvement in the service delivery process
  • Suggest or help implement new procedures to make services more efficient and reliable
  • Assist with process documentation and standard operating procedures

Administrative & Support Tasks

  • Maintain accurate records of service activities, client information and documentation
  • Support audits, compliance checks or onboarding of new clients
  • Help with planning and coordinating minor IT projects or rollouts

Required Experience:

  • 2+ years in IT service coordination, IT support or a similar role
  • Basic understanding of IT systems, networking, softwareand hardware support
  • Strong communication and problem-solving skills
  • Ability to work independently and manage multiple tasks or priorities
  • Excellent organizational skills and attention to detail

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