Service Delivery Coordinator

Job not on LinkedIn

🔥 27 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Anovia

WebsiteLinkedInAll Job Openings

2 - 10 employees

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

Artificial Intelligence • Enterprise • SaaS

Anovia is a company that designs, orchestrates, and deploys autonomous AI agents—both conversational and voice agents—to deliver enterprise automation services. Their platform focuses on orchestration and enterprise integration, connecting agents with CRM, ERP, ECM systems and APIs to automate workflows like scheduling, collections, and knowledge retrieval. Anovia offers pilots and production deployments (promising a working AI voice agent in 30 days) and emphasizes automation solutions that streamline decisions, workflows, and customer interactions for business users.

📋 Description

• Assign reactive service tickets to appropriate technical resources based on urgency, skills, and service level agreements • Schedule and dispatch remote and onsite engineers using the service management platform • Monitor ticket queues and ensure timely assignment and progression of service requests • Coordinate with support teams to optimize technical resource utilization • Assist with scheduling smaller technical projects • Provide dispatch coverage for other support groups during absences or breaks • Monitor tickets from creation through completion and closure • Coordinate with clients to schedule or reschedule service requests and gather additional information • Communicate with engineers, Team Leads, and Account Managers regarding priorities, critical issues, and scheduling • Escalate service requests that cannot be addressed within agreed service levels • Ensure timely follow-up on customer communications and pending actions • Coordinate ticket triage received through phone, email, and service portals • Schedule technical resources for triage and initial assessment • Assist with answering incoming calls during high call volume • Communicate critical and high-priority issues to relevant stakeholders • Review ticket setup for accurate department, agreement, work type, and priority assignment • Review engineer time entries and ticket notes for accuracy and completeness • Conduct quality checks on completed tickets before closure • Monitor engineer utilization and identify productivity improvements • Use service dashboards to track unassigned, pending, overdue, and escalated tickets • Report resource utilization and service request completion metrics to the Service Manager • Identify opportunities to improve service coordination and operational efficiency • Support initiatives improving client satisfaction and technical resource productivity • Complete assigned training on service management processes and tools • Accurately document all work in the service management platform • Manage changing priorities and multiple service requests • Perform other service coordination activities as assigned

🎯 Requirements

• Experience in IT service coordination, service desk operations, dispatch, or a similar role • Understanding of IT support ticketing processes and service level agreements • Experience scheduling and coordinating technical resources • Familiarity with service management platforms such as ConnectWise or similar tools • Strong organizational and multitasking skills • Excellent verbal and written communication skills • Ability to prioritize tasks in a fast-paced environment • Strong attention to detail and problem-solving abilities • Ability to work collaboratively with technical teams and clients • Ability to monitor service queues and dashboards effectively • Ability to manage ticket assignment, follow-up, escalation, and closure within defined service levels • Strong ability to communicate critical issues and changing priorities to relevant stakeholders • Preferred: Experience in a managed IT services or IT support environment • Preferred: Familiarity with ticket dashboards and reporting tools • Preferred: Understanding of engineer utilization, time tracking, and service ticket quality assurance • Preferred: Experience coordinating remote and onsite technical resources • Preferred: Experience monitoring service request completion metrics and resource utilization • Preferred: Exposure to client service management, technical operations, and resource coordination

🏖️ Benefits

• Professional development and continuous learning opportunities • Exposure to client service management, technical operations, and resource coordination • Collaborative and dynamic IT service delivery environment