Remote Service Delivery Specialist

Fortified Data; Raleigh (NC); Remoto; USD 65.000 - 86.000; Tempo pieno

Vantaggi offerti da questo lavoro

Fully remote

Competitive pay

Health benefits

Retirement plan

Work-life balance

Descrizione del lavoro

Fortified Data in the United States offers a fully remote role supporting our Managed Services team. As Service Delivery Coordinator, you will manage time-entry compliance, PTO, coverage scheduling, and onboarding, ensuring smooth daily operations for engineers and POD Leaders.

You will rely on automation in Slack, Harvest, Zendesk, and HubSpot, translate updates for project managers, and prepare client-ready materials.

Competenze

• Three or more years in operations coordination or IT services.
• Experience with ticketing/ITSM and time-tracking systems.
• Strong Excel reporting skills.
• Experience creating polished client/leadership presentations.
• Proven ability to follow up with busy colleagues.
• Experience maintaining shared calendars and rotations.

Mansioni

• Monitor time-entry compliance across the Managed Services team and prepare weekly exceptions report.
• Maintain the work schedule and PTO calendar, review requests against coverage.
• Manage after-hours rotation and escalation in the paging system.
• Monitor Zendesk ticket queue hygiene and routing accuracy.
• Partner with Technical Operations to keep client and escalation data current.
• Coordinate onboarding schedules and handoff checklists with team members.
• Track milestones for internal Managed Services projects and raise risks early.
• Ensure materials and data for client meetings are prepared on time.
• Serve as a communication bridge translating updates for project managers and leaders.
• Compile data for the weekly scorecard and ensure accuracy before sharing.
• Distribute quarterly performance input forms and collect responses.
• Maintain Managed Services process documentation and templates.
• Identify recurring manual steps and recommend automation opportunities.

Conoscenze

Operations coordination

Service delivery coordination

Resource scheduling

Project coordination

Remote teamwork

Strumenti

Excel

PowerPoint

Slack

Slack workflows

Zapier

Power Automate

Zendesk

Harvest

HubSpot

Descrizione del lavoro

Fortified Data in the United States offers a fully remote role supporting our Managed Services team. As Service Delivery Coordinator, you will manage time-entry compliance, PTO, coverage scheduling, and onboarding, ensuring smooth daily operations for engineers and POD Leaders.

You will rely on automation in Slack, Harvest, Zendesk, and HubSpot, translate updates for project managers, and prepare client-ready materials.