Service Delivery Coordinator, Field Services

Job Description – Service Delivery Coordinator, Field Services

Company: Teceze

Position: Service Delivery Coordinator – Field Services

Department: Service Delivery / Operations

Employment Type: Full-Time

Reporting To: Service Delivery Manager / Field Services Manager

Role Overview

Teceze is looking for a highly organized and proactive Service Delivery Coordinator – Field Services to support the day-to-day delivery of onsite IT support and field services projects across multiple customer locations.

The Service Delivery Coordinator will act as the operational coordination point between customers, Field Engineers, Service Delivery Managers, recruitment teams, vendors, and internal support functions.

The role will be responsible for coordinating engineer assignments, managing dispatch tickets, tracking SLA performance, following up on open activities, maintaining service documentation, and ensuring that customer requests are completed on time and in accordance with agreed service levels.

The ideal candidate should have experience supporting Field IT Services, Deskside Support, Smart Hands, Network Support, Data Center Support, IMACD, Break/Fix, Rollouts, and Project-Based IT Deployments.

Key Responsibilities

Field Services Coordination

• Coordinate day-to-day Field Services activities across assigned customer accounts and locations.
• Receive and review service requests, tickets, work orders, and project requirements.
• Identify appropriate engineers based on location, technical skills, availability, and customer requirements.
• Assign engineers to tickets and projects within agreed SLA timelines.
• Maintain constant communication with assigned engineers from dispatch through completion.
• Ensure engineers receive complete job information before visiting customer sites.
• Coordinate planned and reactive Field Services activities.
• Ensure all service requests are properly tracked from creation through closure.

Dispatch Management

Manage the complete dispatch lifecycle including:

• Ticket receipt
• Requirement validation
• Engineer identification
• Engineer availability confirmation
• Engineer assignment
• ETA confirmation
• Customer communication
• Site arrival confirmation
• Work progress tracking
• Job completion confirmation
• Service report collection
• Ticket closure

The SDC should ensure that no ticket is left unattended and that all delays are identified and escalated proactively.

Engineer Scheduling & Coordination

• Schedule Field Engineers according to customer requirements.
• Confirm engineer availability before assignment.
• Maintain engineer calendars and schedules.
• Coordinate multiple jobs across different customer locations.
• Avoid scheduling conflicts and missed appointments.
• Arrange backup engineers where required.
• Coordinate emergency and out-of-hours support requests.
• Track engineer attendance and site arrival.
• Maintain up-to-date engineer contact and availability information.

Engineer Categories

The SDC will coordinate engineers supporting areas such as:

• Desktop Support
• Deskside Support
• Field IT Support
• Smart Hands
• Remote Hands
• Network Support
• Data Center Support
• IT Infrastructure Support
• Hardware Support
• IMAC / IMACD
• Break/Fix
• POS Support
• Printer Support
• EUC Support
• Deployment and Rollout Engineers

SLA Management

• Monitor all tickets against agreed SLA requirements.
• Track response time, acceptance time, engineer arrival, resolution time, and closure.
• Identify tickets at risk of SLA breach.
• Follow up continuously with engineers on priority tickets.
• Escalate SLA risks to the Service Delivery Manager.
• Maintain SLA trackers and operational dashboards.
• Support the Service Delivery Manager in maintaining a target of 98% or higher SLA compliance, subject to customer agreements.

Ticket Management

The SDC will be responsible for:

• Reviewing newly assigned tickets.
• Validating ticket information.
• Assigning resources.
• Updating ticket status.
• Following up on open tickets.
• Tracking pending customer dependencies.
• Monitoring aging tickets.
• Escalating delayed tickets.
• Collecting completion evidence.
• Ensuring engineer notes are complete.
• Supporting timely ticket closure.

ITSM Tools

The candidate should have experience using or supporting ticketing platforms such as:

• ServiceNow
• Jira Service Management
• Remedy
• ManageEngine
• Freshservice
• Zendesk
• Other enterprise ITSM platforms

Customer Communication

• Provide regular ticket and project updates to customers.
• Confirm engineer schedules and ETA.
• Inform customers of delays or changes.
• Coordinate customer site access.
• Communicate engineer details where required.
• Follow up on pending approvals or access requests.
• Support Service Delivery Managers during customer service reviews.
• Maintain professional communication with customer stakeholders.

Project Coordination

Support Field Services projects including:

• Desktop refresh
• Device rollout
• Hardware deployment
• Office relocation
• Network rollout
• Wi-Fi deployment
• Router and switch replacement
• Data center migration
• Rack and stack
• Cabling
• Site surveys
• POS deployments
• Infrastructure upgrades
• End-user migrations
• Branch rollouts

Responsibilities include:

• Engineer scheduling
• Site planning
• Activity tracking
• Progress monitoring
• Status reporting
• Documentation tracking
• Issue escalation
• Completion confirmation

Smart Hands & Data Center Coordination

Coordinate engineers for tasks including:

• Rack and stack
• Server installation
• Switch installation
• Router replacement
• Storage equipment support
• Cable installation
• Cable tracing
• Device reboot
• Hardware replacement
• Equipment relocation
• Patch panel work
• Visual inspection
• Remote technical assistance

Ensure engineers have appropriate instructions, tools, access, and technical support.

Network Field Services Coordination

Coordinate activities involving:

• Routers
• Switches
• Wireless Access Points
• Firewalls
• Cabling
• LAN/WAN
• Cisco
• Aruba
• Network device replacement
• Hardware installation
• Troubleshooting

The SDC is not expected to be a network engineer but should understand basic IT infrastructure terminology to coordinate resources effectively.

Resource & Capacity Planning

• Maintain visibility of available engineers by location.
• Track primary and backup engineers.
• Identify coverage gaps.
• Inform recruitment teams of areas requiring additional resources.
• Maintain engineer skill matrices.
• Support onboarding of new engineers.
• Coordinate resource requirements for upcoming projects.
• Build engineer coverage for high-priority customer sites.

Recruitment Coordination

Work closely with recruitment and sourcing teams to:

• Share urgent Field Engineer requirements.
• Provide location and technical requirements.
• Support candidate validation.
• Coordinate technical interviews where required.
• Support onboarding and deployment.
• Identify recurring skill and coverage gaps.

Engineer Onboarding

Coordinate onboarding requirements such as:

• Customer documentation
• Background checks
• NDA completion
• Site access
• Security requirements
• ID verification
• Engineer profile submission
• Technical documentation
• Tools and equipment
• Customer-specific training

Ensure engineers are ready before deployment.

Vendor & Partner Coordination

• Coordinate with third-party Field Service partners and subcontractors.
• Obtain engineer availability from partners.
• Confirm assignments and schedules.
• Follow up on completion.
• Track vendor SLA performance.
• Collect completion reports.
• Escalate vendor-related delays.

Escalation Management

• Identify operational issues before they become customer escalations.
• Escalate SLA risks to the Service Delivery Manager.
• Support critical incident coordination.
• Maintain escalation trackers.
• Follow up until issues are resolved.
• Ensure customers receive regular status updates.

Reporting & Governance

Prepare and maintain reports including:

• Daily ticket status
• Open ticket report
• Aging ticket report
• Engineer assignment tracker
• SLA performance
• Engineer availability
• Engineer attendance
• Project progress
• Pending actions
• Escalation tracker
• Customer issue tracker
• Site coverage report

Support preparation of weekly and monthly service review reports.

Service Documentation

Maintain accurate records including:

• Engineer details
• Site information
• Contact details
• SOPs
• Work instructions
• Escalation matrices
• Customer-specific procedures
• Engineer schedules
• Dispatch records
• Service reports
• Project trackers
• Completion documents

Service Quality

• Ensure engineers submit accurate service reports.
• Verify completion evidence where required.
• Ensure customer sign-off is obtained.
• Track repeat complaints.
• Report recurring quality issues.
• Support corrective action plans.
• Ensure engineers follow customer-specific processes.

Asset & Logistics Coordination

Where required, coordinate:

• Device shipment
• Spare parts
• Replacement hardware
• Engineer toolkits
• Equipment delivery
• Equipment collection
• Return merchandise
• Asset movement

Work closely with procurement, logistics, and service delivery teams.

Operational Performance

The SDC will be measured against KPIs such as:

• Ticket assignment within SLA
• Engineer response time
• Engineer arrival performance
• SLA compliance
• Ticket closure time
• Ticket backlog
• Aging ticket reduction
• Engineer attendance
• Dispatch success rate
• Project completion
• Customer escalations
• Accuracy of reporting

Required Experience

• 2–5 years of experience in Service Delivery Coordination, Field Services, IT Operations, IT Support Coordination, or Managed Services.
• Experience coordinating engineers across multiple customer locations.
• Good understanding of IT support environments.
• Experience managing service tickets.
• Familiarity with ITSM tools.
• Experience working in an SLA-driven environment.
• Strong coordination and follow-up skills.
• Ability to manage multiple activities simultaneously.
• Good written and verbal communication skills.
• Strong Excel and reporting capabilities.

Technical Understanding

The candidate should have basic understanding of:

• Desktop Support
• Deskside Support
• Windows
• Microsoft 365
• Active Directory
• Networking
• Routers
• Switches
• Wireless
• Servers
• Data Centers
• Rack and Stack
• Smart Hands
• Cabling
• Hardware Support
• IMACD
• IT Asset Management
• Incident Management
• Service Request Management

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