Premium MSP Service Delivery Coordinator

Synergy-Associates; City of Westminster; Remote; GBP 24,000 - 30,000; Full time

Job summary

Synergy is seeking a meticulous Service Delivery Coordinator to manage the daily flow of our Service Desk and Field Services. You will be the front door for calls, triage tickets, and coordinate scheduling with engineers and TAMs.

Based in the UK, you will help protect our engineers from interruptions while ensuring premium, organized service for clients and internal teams. The role offers a clear path to senior service delivery responsibilities.

Qualifications

• Excellent organisation and prioritisation skills.
• Professional, calm and responsive with clients and colleagues.
• Strong telephone manner and written communication.
• Confidence coordinating multiple priorities in a fast-moving MSP environment.
• Good judgement prioritising and escalating service issues.
• Experience in an MSP or service environment.
• UK-based and eligible to work in the UK.

Responsibilities

• Act as the primary inbound call manager for Service Desk calls and first point of contact.
• Create, review and triage tickets with required information for efficient resolution.
• Assess urgency and priority; escalate high-impact issues per Synergy processes.
• Schedule and dispatch Field Services engineers based on priority, skills and availability.
• Maintain Service Desk queues; identify tickets requiring reassignment or follow-up.
• Coordinate appointments, onsite visits and client communications for scheduled support.
• Provide routine ticket updates and chase outstanding actions.
• Collaborate with TAMs, Account Managers, Field Services and Projects to resolve scheduling conflicts.
• Maintain accurate records and operational documentation.
• Contribute to continuous improvement of triage, scheduling and service delivery.

Skills

Organization

Telephone etiquette

Written communication

Prioritisation

Client-facing

Multi-tasking

Job description

Synergy is seeking a meticulous Service Delivery Coordinator to manage the daily flow of our Service Desk and Field Services. You will be the front door for calls, triage tickets, and coordinate scheduling with engineers and TAMs.

Based in the UK, you will help protect our engineers from interruptions while ensuring premium, organized service for clients and internal teams. The role offers a clear path to senior service delivery responsibilities.