Service Delivery Coordinator
FAIR Consulting Group
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Benefits offered by this job
Job summary
FAIR Consulting Group in Karachi is looking for a Service Delivery Coordinator to manage the operational aspects of the AMS service desk. The role involves ensuring timely handling of customer queries, ticket management, and maintaining SLA compliance.
The ideal candidate will have a Bachelor's degree in Information Technology or Business Administration, with 2–4 years of relevant experience. You will work in a cross-cultural environment and support continuous service improvement through effective communication and teamwork.
The position offers significant benefits including training, performance bonuses, and paid time off for community service.
Qualifications
- 2–4 years’ experience in an IT service desk or service delivery coordination role.
- Demonstrated experience working with ITSM tools.
- Proven ability to manage ticket SLAs.
Responsibilities
- Act as the first point of contact for customer queries received via phone, email, and the ticketing portal.
- Log, categorizse, and prioritise tickets in the ITSM tool.
- Track and manage ticket SLAs across all priority levels.
Skills
Education
Tools
Job description
Karachi, Pakistan | Posted on 29/06/2026
The Service Delivery Coordinator is responsible for the day-to-day operational management of the FAIR Consulting Group AMS service desk. Working within the Offshore Delivery Centre, this role ensures that client incidents, service requests, and change tickets are handled efficiently, that SLA commitments are met, and that customers receive timely, professional communication throughout the lifecycle of every engagement. The Coordinator acts as the operational backbone of the AMS team, supporting the Service Delivery Manager in producing performance reports and driving continuous service improvement.
- Act as the first point of contact for customer queries received via phone, email, and the ticketing portal.
- Log, categorise, and prioritise incoming incidents and service requests in the ITSM tool in accordance with defined processes.
- Maintain accurate and up-to-date ticket records, including status, notes, resolution steps, and customer communications.
- Assign tickets to the appropriate technical resource or team based on skill set, workload, and SLA urgency.
- Monitor ticket queues throughout the working day to identify stalling, misrouting, or SLA risk.
Provide written and verbal updates to customers on ticket status, expected resolution timelines, and any workarounds in place.
Draft and send professional client-facing communications for outages, maintenance windows, and service notifications.
Respond to customer enquiries courteously and accurately, escalating complex or sensitive issues to the Service Delivery Manager.
Ensure all customer interactions are documented in the ticketing system for audit and reporting purposes.
Track and manage ticket SLAs across all priority levels (P1–P4), proactively preventing breaches.
Generate and review daily SLA compliance reports; flag at‑risk tickets to the relevant team lead or SDM.
Maintain SLA dashboards and ensure ticketing system data integrity to support accurate reporting.
Contribute to root‑cause analysis for SLA breaches and document corrective actions.
Identify tickets requiring escalation due to technical complexity, customer dissatisfaction, or SLA risk, and escalate promptly per the escalation matrix.
Coordinate with Technical Leads, Functional Consultants, and the SDM to ensure escalated tickets are actively managed to resolution.
Maintain escalation logs and update customers with escalation status and expected next steps.
Prepare regular AMS operational reports for customers, including ticket volumes, SLA performance, trend analysis, and open items.
Assist the Service Delivery Manager in compiling monthly and quarterly service review packs.
Maintain reporting templates and ensure data consistency across all customer reports.
Support continuous improvement by identifying recurring issues and flagging patterns to the SDM.
Maintain the AMS knowledge base, including updating SOPs, escalation matrices, and customer contact lists.
Support onboarding of new customers onto the AMS service, including portal setup and communication workflows.
Participate in internal team meetings, providing operational updates and input on service improvement initiatives.
Ensure compliance with FAIR Consulting Group policies, data confidentiality requirements, and client contractual obligations at all times.
Bachelor’s degree in Information Technology, Business Administration, or a related discipline.
2–4 years’ experience in an IT service desk, helpdesk, or service delivery coordination role.
Demonstrated experience working with ITSM tools (e.g. ServiceNow, Jira Service Management, Freshservice, or equivalent).
Proven ability to manage ticket SLAs and prioritise workloads in a fast‑paced managed services environment.
Strong written and verbal English communication skills, with experience in client-facing roles.
Proficiency in Microsoft Office 365 (Outlook, Teams, Word, Excel, PowerPoint).
- Exposure to SAP ECC, SAP S/4HANA, or SAP support processes.
- ITIL Foundation certification (v3 or v4).
- Experience working in an offshore delivery model or cross-cultural team environment.
- Familiarity with AMS reporting frameworks and service review processes.
The successful candidate will be required to commence work at 7:00am Pakistan local time to align with Australian business hours.
- Do you love to learn? Training and certifications are on us.
- Enjoy staying up to date and have exciting career goals? We believe in continuous learning and offering growth opportunities and will work with you to identify and plan your career goal and the best way to reach it.
- We value your dedication and offer a KPI performance bonus in addition to utilisation bonus for our Consultants on customer projects.
- We love to have fun with our biweekly social activities, team lunches, quarterly events, and annual team getaways. We also have a fun budget for you to plan local activities with the team!
- You can celebrate your birthday with a day off. It’s on us.
- We love to give back to our communities and encourage our team to do the same. We offer four additional days off a year for community work.
- We offer Paid Parental Leave to support you and your family during this special time.
- We have Medical cover in OPD for you and your immediate family, plus IPD for your parents as well.
- PK “Consultant of The Year” – We offer sponsorship to one of our outstanding consultants every year to work and live in Australia.
- PK Sponsorship – an opportunity to visit Australia and work directly with your colleagues /clients in AU.
- We contribute to EOBI and provide Gratuity for your service with us.
- We offer a Fuel Allowance/Fuel Card to support the days you commute to the FAIR office.
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