Remote Service Delivery & Operations Coordinator

Fortified Data; Raleigh (NC); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Fully remote role

Health benefits

Retirement plan

Work-life balance

Job summary

Fortified Data is seeking a Service Delivery Coordinator to support the Managed Services organization in a fully remote capacity. You will handle time entry compliance, PTO scheduling, coverage decisions, and weekly scorecards, while coordinating with POD Leaders and various teams to keep projects on track and communication clear.

You will work with automation in Slack, Harvest, Zendesk, and HubSpot to drive efficiency, prepare client-ready materials, and ensure accurate data across systems.

Qualifications

• 3+ years in operations coordination or project coordination.
• Experience with a ticketing/ITSM system and time tracking.
• Strong Excel skills and ability to build recurring reports.
• Skilled in creating data-driven client or leadership presentations.
• Ability to follow up with busy engineers and leaders without formal authority.
• Experience maintaining shared calendars, rotations, or coverage schedules.

Responsibilities

• Monitor time entry compliance and prepare weekly exceptions report.
• Maintain PTO calendar and coverage decisions; review PTO requests for conflicts.
• Manage after-hours rotation and escalation in paging system.
• Monitor Zendesk ticket queue hygiene; route issues to POD Leaders.
• Collaborate with Technical Operations to keep client and escalation data accurate.
• Support onboarding by coordinating schedules and tracking access/document requests.
• Coordinate with POD Leaders on internal Managed Services projects and milestones.
• Ensure materials and data for client meetings are ready within deadlines.
• Translate technical updates into clear client-facing materials for leadership.
• Compile weekly Managed Services scorecard data for leadership review.
• Distribute quarterly performance input form and compile responses.
• Maintain Managed Services process docs, templates, and schedules.
• Identify recurring manual steps and propose automation opportunities.

Skills

Operations coordination

Time tracking

Calendar management

Data analysis

Excel

PowerPoint

Communication

Remote teamwork

Tools

Zendesk

Harvest

HubSpot

Slack

Job description

Fortified Data is seeking a Service Delivery Coordinator to support the Managed Services organization in a fully remote capacity. You will handle time entry compliance, PTO scheduling, coverage decisions, and weekly scorecards, while coordinating with POD Leaders and various teams to keep projects on track and communication clear.

You will work with automation in Slack, Harvest, Zendesk, and HubSpot to drive efficiency, prepare client-ready materials, and ensure accurate data across systems.