{"id":2606540,"url":"https://alion.io/job/anovia-service-delivery-coordinator","title":"Service Delivery Coordinator","company":{"id":4416940,"name":"Anovia","domain":"anovia.com","url":"https://alion.io/company/anovia","size_band":"51-200","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":true}],"status":"live","first_seen_at":"2026-09-29T10:08:34Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-20T01:49:08Z","board_verified":true,"closed_at":null,"days_open":20,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":20},"description":"Anovia is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 200 professional experts across the globe, we service some of the worlds' most successful Fortune 500 and Fortune 1000 companies.\nResponsibilities\nAssign reactive service tickets to appropriate technical resources based on urgency, skills, and service level agreements.\nSchedule and dispatch remote and onsite engineers using the service management platform.\nMonitor ticket queues and ensure timely assignment and progression of service requests.\nCoordinate with other support teams to optimize technical resource utilization.\nAssist with scheduling smaller technical projects when required.\nProvide dispatch coverage for other support groups during staff absences or breaks.\nMonitor tickets from creation through completion and closure.\nCoordinate with clients to schedule or reschedule service requests and gather additional information.\nCommunicate with engineers, Team Leads, and Account Managers regarding ticket priorities, critical issues, and scheduling requirements.\nEscalate service requests that cannot be addressed within agreed service levels.\nEnsure timely follow-up on customer communications and pending actions.\nCoordinate ticket triage received through phone, email, and service portals.\nSchedule technical resources for triage and initial assessment.\nAssist with answering incoming calls during periods of high call volume.\nEnsure critical and high-priority issues are promptly communicated to relevant stakeholders.\nReview ticket setup to ensure accurate assignment of department, agreement, work type, and priority.\nReview engineer time entries and ticket notes for accuracy and completeness.\nConduct quality checks on completed tickets before closure.\nMonitor engineer utilization and identify opportunities to improve productivity.\nUse service dashboards to track unassigned, pending, overdue, and escalated tickets.\nEnsure tickets do not remain unattended or fall through the cracks.\nReport resource utilization and service request completion metrics to the Service Manager.\nIdentify opportunities to improve service coordination and operational efficiency.\nSupport initiatives that improve client satisfaction and technical resource productivity.\nComplete assigned training on service management processes and tools.\nEnsure all work is accurately documented in the service management platform.\nManage changing priorities and multiple service requests effectively.\nPerform other service coordination activities as assigned.\nQualifications\nExperience in IT service coordination, service desk operations, dispatch, or a similar role.\nUnderstanding of IT support ticketing processes and service level agreements.\nExperience scheduling and coordinating technical resources.\nFamiliarity with service management platforms such as ConnectWise or similar tools.\nStrong organizational and multitasking skills.\nExcellent verbal and written communication skills.\nAbility to prioritize tasks in a fast-paced environment.\nStrong attention to detail and problem-solving abilities.\nAbility to work collaboratively with technical teams and clients.\nAbility to monitor service queues and dashboards effectively.\nAbility to manage ticket assignment, follow-up, escalation, and closure within defined service levels.\nStrong ability to communicate critical issues and changing priorities to relevant stakeholders.\nPreferred Qualifications\nExperience in a managed IT services or IT support environment.\nFamiliarity with ticket dashboards and reporting tools.\nUnderstanding of engineer utilization, time tracking, and service ticket quality assurance.\nExperience coordinating remote and onsite technical resources.\nExperience monitoring service request completion metrics and resource utilization.\nExposure to client service management, technical operations, and resource coordination\nCore Objectives and Performance Metrics\nTimely assignment of reactive tickets within SLA requirements.\nEffective monitoring of service queues and dashboards.\nPrompt reassignment of tickets based on changing priorities.\nAccurate and timely review of engineer time entries.\nQuality review and closure of completed tickets.\nImproved resource utilization and productivity.\nTimely communication and escalation of critical service requests.\nBenefits At Anovia\nProfessional development and continuous learning opportunities\nExposure to client service management, technical operations, and resource coordination\nCollaborative and dynamic IT service delivery environment\nWe thank all candidates for their interest, however, only those selected for an interview will be contacted.\nAnovia is an equal opportunity employer and may use Artificial Intelligence tools to assist in reviewing and processing candidate 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