{"id":2769495,"url":"https://alion.io/job/teceze-service-delivery-coordinator-field-services","title":"Service Delivery Coordinator, Field Services","company":{"id":4442791,"name":"TECEZE","domain":"teceze.com","url":"https://alion.io/company/teceze","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chennai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":4500,"max_usd":7500,"period":"year","method":"role_seniority_country_remote_cell","sample_n":24},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-10-06T02:04:49Z","employer_posted_date":null,"last_verified_at":"2026-10-06T02:04:49Z","board_verified":false,"closed_at":null,"days_open":25,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":25},"description":"Job Description – Service Delivery Coordinator, Field Services\nCompany: Teceze\nPosition: Service Delivery Coordinator – Field Services\nDepartment: Service Delivery / Operations\nEmployment Type: Full-Time\nReporting To: Service Delivery Manager / Field Services Manager\nRole Overview\nTeceze is looking for a highly organized and proactive Service Delivery Coordinator – Field Services to support the day-to-day delivery of onsite IT support and field services projects across multiple customer locations.\nThe Service Delivery Coordinator will act as the operational coordination point between customers, Field Engineers, Service Delivery Managers, recruitment teams, vendors, and internal support functions.\nThe role will be responsible for coordinating engineer assignments, managing dispatch tickets, tracking SLA performance, following up on open activities, maintaining service documentation, and ensuring that customer requests are completed on time and in accordance with agreed service levels.\nThe ideal candidate should have experience supporting Field IT Services, Deskside Support, Smart Hands, Network Support, Data Center Support, IMACD, Break/Fix, Rollouts, and Project-Based IT Deployments.\nKey Responsibilities\nField Services Coordination\nCoordinate day-to-day Field Services activities across assigned customer accounts and locations.\nReceive and review service requests, tickets, work orders, and project requirements.\nIdentify appropriate engineers based on location, technical skills, availability, and customer requirements.\nAssign engineers to tickets and projects within agreed SLA timelines.\nMaintain constant communication with assigned engineers from dispatch through completion.\nEnsure engineers receive complete job information before visiting customer sites.\nCoordinate planned and reactive Field Services activities.\nEnsure all service requests are properly tracked from creation through closure.\nDispatch Management\nManage the complete dispatch lifecycle including:\nTicket receipt\nRequirement validation\nEngineer identification\nEngineer availability confirmation\nEngineer assignment\nETA confirmation\nCustomer communication\nSite arrival confirmation\nWork progress tracking\nJob completion confirmation\nService report collection\nTicket closure\nThe SDC should ensure that no ticket is left unattended and that all delays are identified and escalated proactively.\nEngineer Scheduling & Coordination\nSchedule Field Engineers according to customer requirements.\nConfirm engineer availability before assignment.\nMaintain engineer calendars and schedules.\nCoordinate multiple jobs across different customer locations.\nAvoid scheduling conflicts and missed appointments.\nArrange backup engineers where required.\nCoordinate emergency and out-of-hours support requests.\nTrack engineer attendance and site arrival.\nMaintain up-to-date engineer contact and availability information.\nEngineer Categories\nThe SDC will coordinate engineers supporting areas such as:\nDesktop Support\nDeskside Support\nField IT Support\nSmart Hands\nRemote Hands\nNetwork Support\nData Center Support\nIT Infrastructure Support\nHardware Support\nIMAC / IMACD\nBreak/Fix\nPOS Support\nPrinter Support\nEUC Support\nDeployment and Rollout Engineers\nSLA Management\nMonitor all tickets against agreed SLA requirements.\nTrack response time, acceptance time, engineer arrival, resolution time, and closure.\nIdentify tickets at risk of SLA breach.\nFollow up continuously with engineers on priority tickets.\nEscalate SLA risks to the Service Delivery Manager.\nMaintain SLA trackers and operational dashboards.\nSupport the Service Delivery Manager in maintaining a target of 98% or higher SLA compliance, subject to customer agreements.\nTicket Management\nThe SDC will be responsible for:\nReviewing newly assigned tickets.\nValidating ticket information.\nAssigning resources.\nUpdating ticket status.\nFollowing up on open tickets.\nTracking pending customer dependencies.\nMonitoring aging tickets.\nEscalating delayed tickets.\nCollecting completion evidence.\nEnsuring engineer notes are complete.\nSupporting timely ticket closure.\nITSM Tools\nThe candidate should have experience using or supporting ticketing platforms such as:\nServiceNow\nJira Service Management\nRemedy\nManageEngine\nFreshservice\nZendesk\nOther enterprise ITSM platforms\nCustomer Communication\nProvide regular ticket and project updates to customers.\nConfirm engineer schedules and ETA.\nInform customers of delays or changes.\nCoordinate customer site access.\nCommunicate engineer details where required.\nFollow up on pending approvals or access requests.\nSupport Service Delivery Managers during customer service reviews.\nMaintain professional communication with customer stakeholders.\nProject Coordination\nSupport Field Services projects including:\nDesktop refresh\nDevice rollout\nHardware deployment\nOffice relocation\nNetwork rollout\nWi-Fi deployment\nRouter and switch replacement\nData center migration\nRack and stack\nCabling\nSite surveys\nPOS deployments\nInfrastructure upgrades\nEnd-user migrations\nBranch rollouts\nResponsibilities include:\nEngineer scheduling\nSite planning\nActivity tracking\nProgress monitoring\nStatus reporting\nDocumentation tracking\nIssue escalation\nCompletion confirmation\nSmart Hands & Data Center Coordination\nCoordinate engineers for tasks including:\nRack and stack\nServer installation\nSwitch installation\nRouter replacement\nStorage equipment support\nCable installation\nCable tracing\nDevice reboot\nHardware replacement\nEquipment relocation\nPatch panel work\nVisual inspection\nRemote technical assistance\nEnsure engineers have appropriate instructions, tools, access, and technical support.\nNetwork Field Services Coordination\nCoordinate activities involving:\nRouters\nSwitches\nWireless Access Points\nFirewalls\nCabling\nLAN/WAN\nCisco\nAruba\nNetwork device replacement\nHardware installation\nTroubleshooting\nThe SDC is not expected to be a network engineer but should understand basic IT infrastructure terminology to coordinate resources effectively.\nResource & Capacity Planning\nMaintain visibility of available engineers by location.\nTrack primary and backup engineers.\nIdentify coverage gaps.\nInform recruitment teams of areas requiring additional resources.\nMaintain engineer skill matrices.\nSupport onboarding of new engineers.\nCoordinate resource requirements for upcoming projects.\nBuild engineer coverage for high-priority customer sites.\nRecruitment Coordination\nWork closely with recruitment and sourcing teams to:\nShare urgent Field Engineer requirements.\nProvide location and technical requirements.\nSupport candidate validation.\nCoordinate technical interviews where required.\nSupport onboarding and deployment.\nIdentify recurring skill and coverage gaps.\nEngineer Onboarding\nCoordinate onboarding requirements such as:\nCustomer documentation\nBackground checks\nNDA completion\nSite access\nSecurity requirements\nID verification\nEngineer profile submission\nTechnical documentation\nTools and equipment\nCustomer-specific training\nEnsure engineers are ready before deployment.\nVendor & Partner Coordination\nCoordinate with third-party Field Service partners and subcontractors.\nObtain engineer availability from partners.\nConfirm assignments and schedules.\nFollow up on completion.\nTrack vendor SLA performance.\nCollect completion reports.\nEscalate vendor-related delays.\nEscalation Management\nIdentify operational issues before they become customer escalations.\nEscalate SLA risks to the Service Delivery Manager.\nSupport critical incident coordination.\nMaintain escalation trackers.\nFollow up until issues are resolved.\nEnsure customers receive regular status updates.\nReporting & Governance\nPrepare and maintain reports including:\nDaily ticket status\nOpen ticket report\nAging ticket report\nEngineer assignment tracker\nSLA performance\nEngineer availability\nEngineer attendance\nProject progress\nPending actions\nEscalation tracker\nCustomer issue tracker\nSite coverage report\nSupport preparation of weekly and monthly service review reports.\nService Documentation\nMaintain accurate records including:\nEngineer details\nSite information\nContact details\nSOPs\nWork instructions\nEscalation matrices\nCustomer-specific procedures\nEngineer schedules\nDispatch records\nService reports\nProject trackers\nCompletion documents\nService Quality\nEnsure engineers submit accurate service reports.\nVerify completion evidence where required.\nEnsure customer sign-off is obtained.\nTrack repeat complaints.\nReport recurring quality issues.\nSupport corrective action plans.\nEnsure engineers follow customer-specific processes.\nAsset & Logistics Coordination\nWhere required, coordinate:\nDevice shipment\nSpare parts\nReplacement hardware\nEngineer toolkits\nEquipment delivery\nEquipment collection\nReturn merchandise\nAsset movement\nWork closely with procurement, logistics, and service delivery teams.\nOperational Performance\nThe SDC will be measured against KPIs such as:\nTicket assignment within SLA\nEngineer response time\nEngineer arrival performance\nSLA compliance\nTicket closure time\nTicket backlog\nAging ticket reduction\nEngineer attendance\nDispatch success rate\nProject completion\nCustomer escalations\nAccuracy of reporting\nRequired Experience\n2–5 years of experience in Service Delivery Coordination, Field Services, IT Operations, IT Support Coordination, or Managed Services.\nExperience coordinating engineers across multiple customer locations.\nGood understanding of IT support environments.\nExperience managing service tickets.\nFamiliarity with ITSM tools.\nExperience working in an SLA-driven environment.\nStrong coordination and follow-up skills.\nAbility to manage multiple activities simultaneously.\nGood written and verbal communication skills.\nStrong Excel and reporting capabilities.\nTechnical Understanding\nThe candidate should have basic understanding of:\nDesktop Support\nDeskside Support\nWindows\nMicrosoft 365\nActive Directory\nNetworking\nRouters\nSwitches\nWireless\nServers\nData Centers\nRack and Stack\nSmart Hands\nCabling\nHardware Support\nIMACD\nIT Asset Management\nIncident Management\nService Request Management\n\n#teceze 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