IT Service Delivery Coordinator - AV

KEY DETAILS:

• Number of Openings: We are hiring for 2 Service Delivery Coordinators for AV
• Timeline: Accepting Applications through March 7, 2025 at 5:00pm CST
• Office Location: This is a hybrid position working out of any Marco office location.

The Service Delivery Coordinator plays a pivotal role in ensuring the seamless delivery of exceptional customer service, driving operational excellence and enhancing client experiences across multiple service teams. This role supports cross-functional collaboration among teams, including Purchasing, Solutions, Managed and Field Services, Project Management, and Business Line Leadership. The Service Delivery Coordinator is responsible for overseeing resource allocation, scheduling, ticket management, installation coordination, and strategic customer service initiatives, all while ensuring efficient communication and alignment between stakeholders. A critical focus of this role is the management of service delivery boards to prioritize, track, and drive the timely completion of incidents and requests, ensuring that service level agreements (SLAs) are consistently met.

ESSENTIAL FUNCTIONS:

• Serve as the main point of contact for managing technician scheduling for both remote and onsite support, installation services, and small-to-medium project execution.
• Oversee product orders related to installation projects, ensuring proper allocation of resources and timely execution.
• Manage change orders in close collaboration with Sales, Solutions, and Support teams, ensuring alignment with customer needs and business objectives.
• Provide support to IT and Project Managers to optimize resource utilization across teams and service delivery functions.
• Act as a key collaborator with management, Customer Success Managers (CSM), and the Customer Experience (CX) team to resolve escalations and ensure consistent service delivery.
• Engage with vendors, subcontractors, and third-party partners to ensure service delivery aligns with company standards and client expectations.
• Proactively communicate with both internal and external clients to coordinate service and installation schedules, ensuring customer expectations are met at all stages.
• Facilitate high-level kick-off calls, provide regular status updates, and set clear resolution timelines for projects and service requests.
• Confirm the successful completion of projects and service requests, ensuring client satisfaction and gather insights for service improvement.
• Oversee and manage the entire ticket lifecycle, ensuring efficient movement of tickets toward timely completion by proactively monitoring status, hours logged, and scheduled follow-ups.
• Oversee service boards, ensuring tickets are properly categorized, prioritized, assigned, and scheduled for technicians in a timely and efficient manner.
• Enforce compliance with internal Service Level Targets (SLTs) for response, follow-up, resolution, and final completion, consistently meeting or exceeding performance metrics.
• Collaborate with IT Service teams to identify opportunities for process enhancements, optimization of service delivery workflows, and improved utilization of tools and resources.
• Create and maintain documentation for standard work around IT service delivery in conjunction with the customer experience team to ensure consistency across business lines.
• Attend required company and departmental meetings.
• Act in accordance with Marco policies and procedures as set forth in the Employee Handbook.
• Perform other related duties as assigned.

EDUCATION AND EXPERIENCE:

• Associate degree and 2 years of experience or equivalent experience in a dispatch/coordination/project management position.
• Understanding of IT terminology and PSA ticketing systems.
• Knowledge of IT service delivery principles, including incident and change management.

LICENSES AND CERTIFICATIONS:

• No required licenses or certifications
• Project Management Professional (PMP) or similar certification is preferred.

REQUIRED SKILLS:

• Proficiency with business collaboration tools such as MS Office applications and project management tools.
• Communication – Must possess strong communication skills in working with technical and non-technical people, and the ability to develop and maintain collaborative relations among all levels of an organization. Must effectively listen to others.
• Commitment – This is needed to see a project or task from start to finish. Must possess the ability to maintain the same energy and dedication throughout the project to learn, accomplish, and achieve despite difficulty, failure, and opposition.
• Organization – Ability to use time, energy, and resources in an effective manner to achieve intended goals.
• Relationships – Effective at building trust, finding common ground, having emotional empathy, and ultimately building good relationships with others.
• Teamwork – The ability to work with others on a combined task, make contributions to the task, and share the responsibility of the outcome.
• Time Management – Ability to prioritize several tasks and keep them running simultaneously (multitasking). Also being able to recognize and respond to changing priorities to meet deadlines.
• Enthusiasm – Display excitement and a positive attitude towards work assignments, clients, and organization.
• Flexibility – Adapt to changes in the work environment. Change approach or method to deal with difficult or
  unexpected situations while remaining calm. Think quickly and articulate thoughts in an organized manner, even when unprepared.
• Emotion Regulation – Ability to manage emotions, especially negative ones, to be able to think clearly and objectively, in turn to act accordingly.
• Negotiation Skills – Ability to understand the other side's motivations with the goal to achieve a win-win resolution that is favorable, satisfies both sides, and maintains relationships for future interactions.