Sr Project Coordinator

Black Box•United States,

10d

About The Position

The Manager, Resource Coordination & Service Delivery leads a team of customer-facing Resource Coordinators who manage the end-to-end execution of technical field service requests across multiple client accounts. The role provides operational leadership and oversight of resource scheduling, service request management, technical field service coordination, subcontractor engagement, customer communications, and service delivery performance. It is accountable for ensuring client work requests are executed efficiently and in accordance with contractual SLAs, SLOs, and customer requirements. The role builds and sustains a high-performing coordination organization that delivers a consistent, responsive, measurable, and professional customer experience while meeting operational, contractual, and financial objectives. It also supports customer implementations and operational transitions and drives improvements in productivity, quality, cost, and service delivery.

Requirements

Bachelor's degree or equivalent experience.
At least 5 years of IT service delivery, field services, or operations experience.
At least 3 years of people management experience.
ServiceNow or ITSM platform experience.
Experience managing SLAs, KPIs, and customer-facing teams.
Vendor and subcontractor management experience.

Nice To Haves

Managed services or centralized resource coordination experience.
ServiceNow reporting/dashboard experience.
ITIL familiarity.
Power BI or advanced Excel reporting expertise.
Experience with distributed field resources and enterprise customers.

Responsibilities

Lead, coach, and develop Resource Coordinators; establish performance expectations aligned with operational objectives.
Monitor productivity, workload distribution, scheduling efficiency, and service quality; conduct reviews, coaching sessions, and operational meetings.
Promote accountability, ownership, and customer satisfaction.
Serve as an escalation point for customer concerns and service delivery issues; ensure timely, professional communication and implement recovery plans to prevent customer impact.
Partner with account management and leadership teams.
Oversee the ServiceNow service request lifecycle from assignment through closure.
Coordinate internal field engineers and technical resources for structured cabling, network infrastructure, installation, testing, and troubleshooting activities.
Monitor ticket backlog, aging, and completion rates; ensure documentation, reports, and site photographs are completed.
Own performance against customer SLAs, SLOs, and KPIs; develop dashboards and reporting, monitor operational metrics, perform trend analysis, and lead operational reviews.
Oversee subcontractor engagement and coordination; monitor performance, compliance, and cost efficiency; review invoices and validate authorized work and deliverables.
Standardize processes and workflows and improve ServiceNow automation and reporting.
Support new customer implementations and operational transitions.
Drive productivity, quality, and cost improvements.