What are the responsibilities and job description for the Service Delivery Coordinator position at IRIS Networks?
Position Summary
The Service Delivery Coordinator plays a critical role in ensuring a seamless customer experience from initial engagement through service delivery and lifecycle management. This role combines project coordination, customer communication, and operational execution to support the successful implementation and ongoing management of services.
Serving as a central point of coordination between Sales, Engineering, Billing, and external partners, the Service Delivery Coordinator ensures that customer requirements are met, projects stay on track, and internal processes are executed with accuracy and efficiency. This position is ideal for a detail-oriented professional who thrives in a fast-paced, cross-functional environment and is passionate about delivering exceptional service.
Key Responsibilities
Customer & Project Coordination
- Serve as a primary point of contact for customers throughout the service delivery and implementation lifecycle
- Provide timely updates, address customer inquiries, and ensure overall customer satisfaction
- Coordinate project activities from order intake through completion, ensuring alignment with customer requirements and internal standards
- Schedule and facilitate project updates, tracking progress and addressing issues proactively
Service Delivery & Execution
- Manage service requests from initiation through completion, ensuring accuracy in documentation and billing
- Oversee operational tasks associated with service delivery, ensuring successful and timely outcomes
- Ensure adherence to service level agreements (SLAs), including response times and service expectations
- Identify potential risks or delays and coordinate mitigation efforts to maintain project timelines
Cross-Functional Collaboration
- Act as a liaison between Sales, Engineering, Billing, Marketing, and Technical Support teams
- Coordinate internal and external resources to meet project milestones and customer expectations
- Partner with third-party vendors to ensure timely delivery of services and project requirements
Systems, Reporting & Data Management
- Enter, update, and maintain accurate data in Salesforce and other internal systems
- Track orders, service requests, and project milestones to ensure visibility and accountability
- Assist with reporting, data analysis, and process improvements to enhance operational efficiency
- Verify customer records and billing accuracy
Continuous Improvement & Support
- Support process improvements and operational efficiencies within the Service Delivery function
- Handle special projects and assignments as needed to support business objectives
- Pursue ongoing professional development and training opportunities
Qualifications
- 2–4 years of experience in service delivery, project coordination, customer support, or a related field
- Strong organizational and time management skills with the ability to manage multiple priorities
- Excellent communication and interpersonal skills
- Experience working cross-functionally in a fast-paced environment
- Proficiency in CRM systems (Salesforce preferred) and Microsoft Office tools
- Ability to problem-solve, think critically, and adapt to changing priorities
What success looks like
- Projects are delivered on time and aligned with customer expectations
- Customers experience clear communication and high-quality service
- Internal teams are aligned and operating efficiently
- Data and systems are accurate, up-to-date, and reliable
- Risks are identified early and addressed proactively