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
