{"id":3265871,"url":"https://alion.io/job/serviqual-service-delivery-coordinator","title":"Service Delivery Coordinator","company":{"id":4442726,"name":"serviqual","domain":"serviqual.com","url":"https://alion.io/company/serviqual","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Riche Terre, Mauritius"],"countries":["MU"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":22000,"max":30000,"currency":"MUR","period":"month","gross":null,"usd_annual":7656},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false},{"name":"Incident Management","optional":false},{"name":"ITSM","optional":false}],"status":"live","first_seen_at":"2026-10-26T08:26:58Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-30T13:01:48Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"1. Role Purpose\nCoordinate client incidents and service requests from reception to controlled closure. The SDC ensures correct qualification, prioritisation and routing, monitors L1/L2 workflow, and verifies that required SOPs or Incident Resolution Guides (IRGs) are attached before closure.\nThe SDC also provides operational assurance beyond individual tickets by supporting service-level reporting, formal action tracking and Run-transition follow-up, while overall client service ownership and governance remain with the SDM.\n2. Key Responsibilities\nReview, qualify and prioritise incoming incidents and service requests. \nValidate ticket information and route work to the correct L1 or L2 queue. \nFind and attach approved SOPs for service requests where available. \nEnsure incidents follow the appropriate Investigation Type and client validation process. \nMonitor L1-to-L2 escalations. \nMonitor queue ownership, OLA adherence, overdue tickets and operational risks. \nFollow up missing or overdue SOP/IRG creation with Team Leaders or Team Managers. \nEnsure tickets are not fully closed until the required knowledge document is attached. \nProvide concise updates on queue health, documentation gaps and workflow compliance. \nGather and consolidate client dissatisfaction and operational feedback, and present key issues to the SDM and management to support continuous improvement. \nParticipate in continuous improvement meetings and share production experience. \nIdentify and raise recurrent issues to the SDM and management for root-cause analysis and continuous improvement. \nPrepare and validate the operational data used for service reporting, including SLA performance, backlog, ageing and outstanding actions. \nMaintain a formal action register for service reviews and operational governance, with owner, target date, status and closure evidence. \nSupport service transitions, onboarding and operational handovers into Run by tracking agreed readiness actions and unresolved dependencies. \nSupport Problem Management follow-through by tracking corrective and preventive actions after root-cause analysis. \n4. Required Competencies\nGood understanding of incident management, request management, ticket prioritisation and escalation. \nAbility to apply SOPs, IRGs, Investigation Types and workflow controls. \nStrong organisation, follow-through and attention to detail. \nClear written and verbal communication with technical and non-technical stakeholders. \nAbility to challenge incomplete information constructively and prioritise calmly. \nWorking knowledge of ITSM principles and ticketing tools. \nAbility to prepare and validate service reporting data, including SLA, backlog and ageing information. \nAbility to maintain structured action registers and trace actions through to evidenced closure. \nUnderstanding of service transition and Problem Management follow-up in a managed-services environment. \n5. Success Measures\nAccurate ticket qualification and routing. \nComplete and effective L1-to-L2 handshakes. \nOLA adherence and timely escalation of risks. \nSOP/IRG attachment and closure-control compliance. \nReduction of recurring documentation and workflow gaps. \nAccurate and timely operational data is available for service reporting. \nService-review and governance actions are traceable from assignment through evidenced closure. \nRun-transition and onboarding actions are tracked to completion with unresolved dependencies clearly visible. \nCorrective and preventive actions from Problem Management are tracked through closure.","description_format":"text","description_chars":3546,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Information Technology","Transportation & Logistics"],"lifecycle":[{"event":"open","at":"2026-10-26T09:14:46Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":39,"reasons":["conf:1","win:early"],"computed_at":"2026-10-30T05:48:23Z"},"pay":{"stated_usd_annual":7656,"is_top_pay":false},"html_url":"https://alion.io/job/serviqual-service-delivery-coordinator","json_url":"https://alion.io/job/serviqual-service-delivery-coordinator.json","meta":{"generated_at":"2026-10-30T13:33:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":580,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4442726},"rest":"https://alion.io/mcp/rest/get_company?id=4442726"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fserviqual-service-delivery-coordinator"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fserviqual-service-delivery-coordinator"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fserviqual-service-delivery-coordinator"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/serviqual-service-delivery-coordinator\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fserviqual-service-delivery-coordinator"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3265871}},{"tool":"search_jobs","arguments":{"company":"serviqual.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3265871},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}