Service Delivery Coordinator

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🔥 1 minute ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.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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Fortified Data

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2002

💼 Consulting

🤝 B2B

🏢 Enterprise

Consulting • B2B • Enterprise

Fortified Data is a leading database managed service provider (MSP) that delivers 24/7 Remote DBA services, emergency and on-demand DBA support, and comprehensive database consulting. They specialize in database management, performance tuning, migrations and modernization across SQL Server, MySQL, PostgreSQL, and Oracle, and provide cloud database solutions (AWS, Azure, Google Cloud), database assessments, business intelligence, and strategic database architecture. Fortified Data serves regulated and data-sensitive industries such as financial services, healthcare, education, insurance, retail, and sports/entertainment, emphasizing proactive maintenance, performance optimization, and concierge-style, B2B-focused consulting and managed services.

📋 Description

• Monitor time entry compliance and prepare weekly exceptions and utilization reports • Maintain the Managed Services work schedule and PTO calendar, reviewing requests against coverage and escalating conflicts to POD Leaders • Maintain the after-hours rotation and escalation chain in the paging system • Monitor Zendesk ticket queue hygiene, including routing, categorization, aging tickets, and SLA breach warnings • Keep client, routing, and escalation information accurate in Zendesk and paging systems • Support Managed Services onboarding by coordinating schedules, tracking access and documentation requests, following up on activities, and confirming handoff checklists • Track milestones for internal Managed Services projects and raise timeline risks • Prepare data and materials for client meetings and deliverables, including monthly client review decks • Translate technical updates, ticket activity, and service issues into clear language for internal and client-facing audiences • Compile and validate data for the weekly Managed Services scorecard from Zendesk, Harvest, and HubSpot • Distribute quarterly performance input forms, track completion, and compile responses for the Chief Operating Officer • Maintain process documentation, templates, and schedules • Identify recurring manual steps and recommend automation opportunities • Report to the Chief Operating Officer and collaborate with POD Leaders, the Managed Services Technical Lead, Strategic Account Management, and the Project Management Office

🎯 Requirements

• Three or more years of experience in operations coordination, service delivery coordination, resource scheduling, or project coordination, preferably within an IT services or Managed Service Provider environment • Hands-on experience working with a ticketing or ITSM system and a time tracking system, including reviewing data for completeness and following up on gaps • Strong skills in Excel or a comparable spreadsheet tool, 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 follow up with busy technical colleagues on deadlines and compliance tasks, persistently and professionally, without formal authority over them • Experience maintaining shared calendars, rotations, or coverage schedules for a team • Experience with Zendesk, Harvest, HubSpot, and Slack preferred • Familiarity with PEO or HRIS platforms such as TriNet for PTO and time off administration preferred • Exposure to workflow automation tools, such as Slack workflows, Zapier, or Power Automate preferred • Familiarity with ITIL concepts such as SLAs, ticket prioritization, and escalation paths preferred • Experience working on a fully remote team preferred • Ability to handle PTO, utilization, and performance input information with confidentiality and professionalism • Eligible candidates must provide evidence of legal working status for any employer in the U.S.

🏖️ Benefits

• Competitive compensation • Comprehensive health benefits • Retirement plan • Fully remote role • Healthy work-life balance • Occasional travel for team meetings or company events

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