Service Delivery Coordinator Jobs

ITC Service Ltd

Location:
United Kingdom, Hebburn

Category:
IT - Administration

Contract Type:
Not provided

Salary:

28000.00 - 33000.00 GBP / Year

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Job Description:

The Service Delivery Coordinator is responsible for monitoring the delivery of high-quality services to our clients, ensuring customer satisfaction and optimal effective use of our resources. This role involves maintaining client satisfaction, an efficient service desk and continuously improving processes to meet service standards and SLA’s. The Service Delivery Coordinator will work closely with all teams to ensure seamless service delivery and continuous improvement of processes and procedures.

Job Responsibility:

Monitor performance metrics to develop and improve service delivery
Identify areas for improvement in service delivery processes and implement changes as needed
Monitoring and development of existing software and portals within the service desk
Contribute to the streamlining of operational procedures
Use data to inform planning
Identify and challenge organizational processes and look to adapt those that are unnecessarily complicated
Analyse service delivery processes and identify opportunities for optimisation and efficiency
Collaborate with all teams to align service delivery processes with company objectives
Use KPI’s & statistics to improve overall service desk performance
Identifying and implementing training or upskilling for team members
Coaching and mentoring staff
Feeding back stats to Service Desk Team Leader and Service Desk Manager for staff reviews
Guide teams through the implementation of new processes
Covering dispatch/escalations for Service Desk Coodinator/ Service Desk Team Leader as required

Requirements:

Exceptional communications skills, founded in being a good listener
IT Literate – basic to medium user level
A deep desire to deliver an amazing client experience
Be willing to complete relevant training
The ability to keep up with & adapt to the fast-paced IT world

Nice to have:

Experience using a ticketing system / RMM tool and PSA software
Skills in strategic & resource planning with an ability to think and plan ahead
Experience handling technical service tickets
Experience and knowledge of working with the Microsoft 365 platform
Professional IT certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
Client experience certifications such as helpdesk habits etc.
Experience working for a Managed Service Provider (MSP) or IT support business.

What we offer:

An easy-going environment and culture (we all enjoy what we do)
The flexibility to work from home (we run a hybrid office)
A proactive approach to ongoing training to help you develop life-long skills
Funded team quarterly social events
Health care with optical and dental cashback
Life Insurance
Cycle to work scheme
Salary sacrifice electric vehicle scheme
Help-to-buy technology scheme
Years in service pay and holiday incentives
Employee Assistance Programme (EAP)
Snacks and refreshments available in main HQ
Casual dress with an option of branded uniform

Additional Information:

Job Posted:
December 09, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Service Delivery Coordinator