Job Description

The Service Delivery Coordinator (SDC) is the operational backbone of IT service delivery. It ensures the flow, visibility, and coordination of IT requests across the organization.

As the primary interface between HR, Project Management, and IT support teams, the SDC drives alignment, monitors service health, and ensures requests are delivered within SLA targets.

The role does not manage staff, assign tasks, or resolve tickets. It focuses on orchestration, prioritization, bottleneck mitigation, and performance visibility across the service lifecycle.

Main responsibilities:

Operational Coordination & Interface

• Act as the primary interface between HR, Project Management, and the Service Desk.
• Align Service Desk capacity with project and BAU demands.
• Coordinate escalations across Tier 2/3 teams (e.g., Networking, Pipeline, Cybersecurity).
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