Service Delivery Coordinator

Noventiq Egypt; Kuala Lumpur; On-site; MYR 48,000 - 80,000; Full time

Job summary

The Noventiq Egypt Service Delivery Coordinator ensures smooth delivery of managed services by coordinating operational activities and maintaining service documentation. You will work closely with Service Delivery Managers, Account Managers, Support Teams, and the Global Delivery Center to meet agreed service levels.

Responsibilities include tracking performance, supporting client communications, preparing reports, and assisting with audits and governance activities to drive continual service

Qualifications

• Diploma or Bachelor's Degree in Information Technology, Business Administration, or related field.
• Microsoft Fundamentals Certifications (Azure and M365) preferred.
• 1-3 years in Service Desk, IT Operations, Project Coordination, Customer Support or Managed Services Administration.

Responsibilities

• Monitor service requests, incidents, and escalations to ensure timely follow-up.
• Track SLA performance and maintain service delivery records.
• Support service activation activities and onboarding of new clients.
• Coordinate with technical teams and GDC during service implementation.
• Support client communications regarding technical support service updates and operational matters.
• Schedule and coordinate service review meetings.
• Prepare meeting agendas, minutes, and action trackers.
• Maintain regular communication with client contacts regarding open service items.
• Escalate client concerns to appropriate stakeholders.
• Prepare weekly and monthly service reports.
• Maintain client runbooks and service documentation.
• Ensure client contact lists, escalation matrices, and service records remain updated.
• Track service improvement actions and follow up on completion status.
• Support Change Management processes and documentation.
• Assist in tracking major incidents and follow-up actions.
• Ensure service governance records are maintained accurately.
• Support audits and compliance activities related to service delivery.
• Identify recurring issues and suggest improvement opportunities.
• Assist in gathering operational metrics and service performance data.
• Support implementation of service improvement initiatives.

Skills

Organizational skills

Analytical skills

Multitasking

Education

Diploma or Bachelor's Degree in Information Technology or Business Administration

Tools

ITIL

Azure

M365

Service Desk operations

Job description

Full-Time

Job Description

Service Delivery Coordinator

Job Summary

The Service Delivery Coordinator supports the delivery ofmanaged services to clients by coordinating operational activities, maintainingservice documentation, tracking service performance, and assisting with clientcommunications. The role works closely with Service Delivery Managers, AccountManagers, Support Teams, and the Global Delivery Center (GDC) to ensureservices are delivered according to agreed service levels.

The Service Delivery Coordinator serves as a keyadministrative and operational support function within the service deliveryteam, helping to ensure smooth service operations, accurate reporting, andtimely resolution of client requests and service issues.

Key Responsibilities

Service Coordination

• Monitorservice requests, incidents, and escalations to ensure timely follow-up.
• Track SLAperformance and maintain service delivery records.
• Supportservice activation activities and onboarding of new clients.
• Coordinatewith technical teams and GDC during service implementation.

Client Support

• Supportclient communications regarding technical support service updates andoperational matters.
• Scheduleand coordinate service review meetings.
• Preparemeeting agendas, minutes, and action trackers.
• Maintainregular communication with client contacts regarding open service items.
• Escalateclient concerns to appropriate stakeholders.

Reporting & Documentation

• Prepareweekly and monthly service reports.
• Maintainclient runbooks and service documentation.
• Ensureclient contact lists, escalation matrices, and service records remain updated.
• Trackservice improvement actions and follow up on completion status.

Operational Governance Support

• SupportChange Management processes and documentation.
• Assist intracking major incidents and follow-up actions.
• Ensureservice governance records are maintained accurately.
• Supportaudits and compliance activities related to service delivery.
• Identifyrecurring issues and suggest improvement opportunities.
• Assist ingathering operational metrics and service performance data.
• Supportimplementation of service improvement initiatives.

Required Skills

Core Skills

• Strongorganizational and coordination skills
• Basicanalytical and reporting skills
• Abilityto manage multiple priorities

Technical Understanding

• Basicunderstanding of IT infrastructure and managed services
• Familiaritywith Service Desk operations
• Understandingof Incident, Problem, and Change Management concepts
• Familiaritywith ITIL practices
• Knowledgein Microsoft Azure and M365 would be an advantage

Qualifications

Education

• Diplomaor Bachelor's Degree in Information Technology, Business Administration, orrelated field.

Certifications

Preferred:

• MicrosoftFundamentals Certifications (Azure and M365)

Experience

Minimum

• 1-3 yearsin:
• ServiceDesk
• ITOperations
• ProjectCoordination
• CustomerSupport
• ManagedServices Administration