Service Delivery Coordinator - REMOTE

Fortified Data•Raleigh, NC

20h•Remote

About The Position

The Service Delivery Coordinator supports the operational side of Fortified Data’s Managed Services organization, helping database engineers and POD Leaders remain focused on client work. The role administers time-entry compliance, PTO and coverage schedules, after-hours rotations, ticket queue hygiene, onboarding and internal project tracking, client deliverable preparation, and the weekly Managed Services scorecard. Routine checks are supported by automation in Slack, Harvest, Zendesk, and HubSpot. The Coordinator follows up on issues surfaced by these tools and identifies manual steps that may be candidates for automation. This is an operations support role with no direct reports and no responsibility for supervising, evaluating, or assigning work. It does not make technical, performance, compensation, or corrective-action decisions; those matters are routed to the appropriate owners. The position reports to the Chief Operating Officer, who sets its priorities and responsibilities. It works daily with POD Leaders, the Managed Services Technical Lead, the Strategic Account Management team, and the Project Management Office. The company is fully remote, with occasional travel potentially required for team meetings or company events. Eligible candidates must provide evidence of legal working status for any employer in the U.S.

Requirements

Three or more years of experience in operations coordination, service delivery coordination, resource scheduling, or project coordination; preferably in IT services or a Managed Service Provider environment.
Hands-on experience with a ticketing or ITSM system and a time-tracking system, including reviewing data for completeness and following up on gaps.
Strong Excel or comparable spreadsheet skills, including building and maintaining recurring reports from exported data.
Experience preparing polished, data-driven presentations in PowerPoint or a comparable tool for client or leadership audiences.
Demonstrated ability to persistently and professionally follow up with busy technical colleagues on deadlines and compliance tasks without formal authority.
Experience maintaining shared calendars, rotations, or team coverage schedules.
Strong organization, follow-through, diplomatic persistence, accuracy, discretion, and curiosity about simplifying or automating processes.
Evidence of legal working status for any employer in the U.S.

Nice To Haves

Experience with Zendesk, Harvest, HubSpot, and Slack.
Familiarity with PEO or HRIS platforms such as TriNet for PTO and time-off administration.
Exposure to workflow automation tools such as Slack workflows, Zapier, or Power Automate.
Familiarity with ITIL concepts such as SLAs, ticket prioritization, and escalation paths.
Experience working on a fully remote team.

Responsibilities

Monitor Managed Services team time-entry compliance, follow up on missing or incomplete time identified by automated reminders, and prepare weekly exception reports and utilization by POD.
Maintain the Managed Services work schedule and PTO calendar based on assignments and coverage decisions made by POD Leaders; review PTO requests against coverage before HR-system entry and bring conflicts to POD Leaders.
Maintain the after-hours rotation and escalation chain in the paging system based on POD Leader assignments, updating them as staffing and PTO change.
Monitor Zendesk ticket queue hygiene, including client-to-POD routing accuracy, categorization, aging tickets, and SLA breach warnings, and promptly raise issues with the appropriate POD Leader.
Partner with Technical Operations to keep client, routing, and escalation information current in Zendesk and the paging and escalation system.
Support Managed Services onboarding with the Project Management Office by coordinating schedules, tracking access and documentation requests, following up on agreed dates, and confirming handoff checklists are complete before ongoing support begins.
Coordinate internal Managed Services projects with POD Leaders, track milestones, follow up on activities, and raise timeline risks early.
Provide Strategic Account Managers and Project Managers with materials and data for client meetings and deliverables within agreed time frames, including monthly client review decks presenting ticket, SLA, and service-activity data in a consistent, client-ready format.
Bridge communication between Managed Services engineers and other organizational groups by translating technical updates, ticket activity, and service issues into clear, accurate language for Project Managers, Strategic Account Managers, Sales, and leadership; prepare client-facing materials for Strategic Account Management.
Compile complete and accurate weekly Managed Services scorecard data from Zendesk, Harvest, and HubSpot for leadership meetings.
Distribute quarterly performance input forms to POD Leaders, track completion, and compile responses for the Chief Operating Officer; do not provide performance input on team members.
Maintain Managed Services process documentation, templates, and schedules, keeping them current as workflows change.
Identify recurring manual steps in Managed Services operations and recommend automation opportunities to the POD Leader and Technical Operations.