Service Delivery Coordinator

5 days ago

Boston, Massachusetts, United States Maverick Technology Partners Full time $85,000 - $90,000 per year

Service Delivery Coordinator

Full-time Job - Hybrid - Boston Based

$85-90k

No C2C - Must be able to work without sponsorship

The Service Delivery Coordinator will oversee and ensure the high-quality delivery of IT support services. This individual will act as the main point of contact between delivery teams and the client, manage SLAs, drive service improvements, and ensure operational efficiency across ongoing support engagements.

Responsibilities

  • Primary delivery point of contact for the client and internal teams
  • Monitor daily operations, incident queues, and SLA compliance across support services
  • Coordinate with technical teams to ensure timely resolution of high-priority
  • Ensure adherence to ITIL practices and internal quality standards
  • Lead regular service review meetings, with stakeholders, prepare and delivery performance reports, QBRs and improvement plans
  • Identify risks, bottlenecks, and process gaps; proactively implement corrective actions
  • Maintain documentation related to delivery processes, escalation handling, and support metrics
  • Resource planning, onboarding, and training coordination for delivery teams
  • Coordinate smaller-scale projects and tasks
  • Project documentation and communicate progress to all stakeholders in a clear, deadline-oriented manner.
  • Act as a key customer-facing representative, ensuring client satisfaction throughout project lifecycles.

Required Skills & Experience

  • 2–5 years of experience in IT service delivery or operations management, ideallyMSP experience.
  • Strong understanding of ITSM frameworks (e.g., ITIL) and hands-on experience with ticketing tools (e.g., ServiceNow, JIRA)
  • Excellent communication, stakeholder management, and problem-solving skills
  • Experience managing global delivery teams - on and offshore
  • Data Engineering/AI AND ERP/Info a plus

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