Sr Project Coordinator

Black Box; Plano (TX); On-site; USD 120,000 - 150,000; Full time

Job summary

Black Box seeks a Manager, Resource Coordination & Service Delivery to lead a team of customer-facing Resource Coordinators ensuring end-to-end execution of technical field service requests across client accounts. You will provide operational leadership for scheduling, service delivery, and subcontractor engagement, ensuring compliance with contractual SLAs and customer requirements.

You will guide performance, reporting, and continuous improvement while partnering with account management and

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years IT service delivery, field services or operations experience.
• 3+ years people management experience.
• ServiceNow or ITSM platform experience.
• Experience managing SLAs, KPIs and customer-facing teams.
• Vendor and subcontractor management experience.

Responsibilities

• Lead a team of Resource Coordinators who manage end-to-end execution of field service requests.
• Provide operational leadership for resource scheduling, service request management and coordination.
• Ensure work aligns with SLAs, SLOs and customer requirements.
• Oversee ServiceNow lifecycle from assignment to closure.
• Coordinate internal engineers and subcontractors for field work.
• Monitor backlog, aging tickets and completion rates; ensure proper documentation and reporting.
• Own performance against KPIs and develop dashboards.

Skills

Resource coordination leadership

Customer relations

Operational execution

People leadership

Analytical thinking

Communication skills

Financial awareness

Process improvement

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

ITSM

Power BI

Excel

Job description

Position Summary

• The Manager, Resource Coordination & Service Delivery is responsible for leading a team of customer-facing Resource Coordinators who manage the end-to-end execution of technical field service requests across multiple client accounts.
• This role provides operational leadership and oversight of resource scheduling, service request management, technical field service coordination, subcontractor engagement, customer communications, and service delivery performance.
• The manager is accountable for ensuring all client work requests are executed efficiently and in accordance with contractual SLAs, SLOs and customer requirements.

Team Leadership & Performance Management

• Provide leadership, coaching and development to Resource Coordinators.
• Establish performance expectations aligned with operational objectives.
• Monitor productivity, workload distribution, scheduling efficiency and service quality.
• Conduct reviews, coaching sessions and operational meetings.
• Promote accountability, ownership and customer satisfaction.

Customer Experience & Escalation Management

• Serve as escalation point for customer concerns and service delivery issues.
• Ensure timely and professional communication throughout service lifecycle.
• Implement recovery plans to prevent customer impact.
• Partner with account management and leadership teams.

Service Request & Field Resource Management

• Oversee ServiceNow service request lifecycle from assignment through closure.
• Coordinate internal field engineers and technical resources.
• Manage structured cabling, network infrastructure, installation, testing and troubleshooting activities.
• Monitor backlog, aging tickets and completion rates.
• Ensure documentation, reports and site photographs are completed.

SLA Compliance, Operational Metrics & Reporting

• Own performance against customer SLAs, SLOs and KPIs.
• Develop dashboards and reporting.
• Monitor SLA attainment, scheduling, backlog, productivity, utilization, quality and documentation metrics.
• Perform trend analysis and lead operational reviews.

Subcontractor & Vendor Management

• Oversee engagement and coordination of subcontractors.
• Monitor performance, compliance and cost efficiency.
• Review invoices and validate authorized work and deliverables.

Operational Excellence & Continuous Improvement

• Standardize processes and workflows.
• Improve ServiceNow automation and reporting.
• Support new customer implementations and operational transitions.
• Drive productivity, quality and cost improvements.

Required Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years IT service delivery, field services or operations experience.
• 3+ years people management experience.
• ServiceNow or ITSM platform experience.
• Experience managing SLAs, KPIs and customer-facing teams.
• Vendor and subcontractor management experience.

Core Competencies

• Customer Relationship Management
• Analytical & Data-Driven Leadership
• People Leadership
• Operational Execution
• Critical Thinking & Problem Solving
• Financial Awareness
• Process Improvement
• Executive Communication

Preferred Qualifications

• Managed services or centralized resource coordination experience.
• ServiceNow reporting/dashboard experience.
• ITIL familiarity.
• Power BI or advanced Excel reporting expertise.
• Experience with distributed field resources and enterprise customers.

Measures of Success

• Achieve SLA/SLO commitments.
• Maintain customer satisfaction and reduce escalations.
• Improve coordinator productivity and accountability.
• Reduce scheduling delays and ticket backlog.
• Optimize internal resource utilization and subcontractor spend.
• Deliver accurate reporting and continuous improvement.

Overall Position Accountability

• Build and sustain a high-performing coordination organization that delivers a consistent, responsive, measurable, and professional customer experience while meeting operational, contractual, and financial objectives.