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Service Delivery Coordinator-Field Services

As a Service Delivery Coordinator, you will:

- Triage incoming ICT incidents and service requests accurately and efficiently.
- Review ticket information and engage customers to obtain missing or additional information.
- Determine the appropriate support pathway using established processes and triage criteria.
- Coordinate work between customers, the Centre of Excellence (COE), Field Engineers and specialist support teams.
- Identify opportunities for immediate resolution and close straightforward requests where appropriate.
- Coordinate customer and Field Engineer appointments when onsite support is required.
- Maintain clear and qualified customer communication throughout the coordination process.
- Ensure tickets contain accurate, complete and actionable information before escalation or reassignment.
- Monitor ticket age, priority and SLA requirements and take action to prevent unnecessary delays.
- Maintain accurate ticket notes, records and supporting evidence.
- Follow established ICT service management, triage and escalation processes.
- Manage a high volume of tickets while maintaining quality and accuracy.




- Work collaboratively with national delivery teams to support workload balancing and service performance.
- Identify recurring issues, process gaps and opportunities for continuous improvement.
- Contribute to team quality, performance and service improvement initiatives.

About You

We are looking for someone who takes ownership, communicates confidently and understands that good service delivery is about more than simply moving a ticket to another queue.

You will ideally have:

- Strong customer service and communication skills.
- Experience in ICT service delivery, service desk, coordination or a similar operational environment.
- Strong attention to detail and commitment to following established processes.
- The ability to manage and priorities a high volume of tickets and competing activities.
- Confidence engaging with customers, technical specialists and operational teams.
- Strong written communication and ticket documentation skills.
- Good judgement when determining the appropriate escalation or support pathway.
- The ability to work effectively as part of a nationally distributed team.
- An understanding of ITIL or IT Service Management principles would be advantageous.
- Experience using enterprise ticketing or ITSM platforms would be highly regarded.
- A proactive approach to identifying problems and improving ways of working.

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