About the Role

The Service Delivery Coordinator (SDC) is a critical operational role within Teceze's delivery model. Working alongside Service Delivery Managers (SDMs), the SDC is responsible for the day-to-day coordination of field engineers, timesheets, billing data, attendance management, and work order tracking. The SDC is the operational backbone of account delivery — ensuring nothing falls through the cracks between a job being completed and an invoice being raised.

Key Responsibilities

Coordinate daily engineer attendance — confirm site arrivals, log absences, arrange backfill
Collect, verify, and submit engineer timesheets weekly for payroll and billing
Maintain work order and dispatch records in the FSM platform
Compile and submit weekly billing data to the SDM and Finance team
Track open service tickets and provide status updates to the SDM
Schedule and coordinate engineer site visits, logistics, and access arrangements
Maintain accurate records of all ongoing project activities and client communications
Support SDM in preparing weekly and monthly service reports
Identify and escalate operational issues — engineer no-shows, billing discrepancies, client complaints
Maintain engineer compliance records: BGV, certifications, inductions

Essential Requirements

3+ years of experience in IT service delivery coordination, PMO support, or operations administration
Proficiency in ITSM tools (ServiceNow, Freshdesk, Jira, or similar)
Strong Excel skills — data management, VLOOKUP, pivot tables, reporting
Experience managing timesheets, attendance records, and billing data
Excellent organisational skills and ability to manage multiple accounts simultaneously
Strong written and verbal communication in English
Ability to work under pressure and meet weekly billing deadlines

Preferred / Nice-to-Have

Experience in managed IT services, field services, or staffing environments
Knowledge of field service management tools (IFS, SAP FSM, or similar)
Prior experience supporting SDMs or PMs in a global delivery environment