Coordinates project activities while supporting the Payroll team as a Senior Payroll Analyst. The limited description does not provide further responsibilities or scope.
Position Summary
- The Manager, Resource Coordination & Service Delivery is responsible for leading a team of customer-facing Resource Coordinators who manage the end-to-end execution of technical field service requests across multiple client accounts.
- This role provides operational leadership and oversight of resource scheduling, service request management, technical field service coordination, subcontractor engagement, customer communications, and service delivery performance.
- The manager is accountable for ensuring all client work requests are executed efficiently and in accordance with contractual SLAs, SLOs and customer requirements.
Team Leadership & Performance Management
- Provide leadership, coaching and development to Resource Coordinators.
- Establish performance expectations aligned with operational objectives.
- Monitor productivity, workload distribution, scheduling efficiency and service quality.
- Conduct reviews, coaching sessions and operational meetings.
- Promote accountability, ownership and customer satisfaction.
Customer Experience & Escalation Management
- Serve as escalation point for customer concerns and service delivery issues.
- Ensure timely and professional communication throughout service lifecycle.
- Implement recovery plans to prevent customer impact.
- Partner with account management and leadership teams.
Service Request & Field Resource Management
- Oversee ServiceNow service request lifecycle from assignment through closure.
- Coordinate internal field engineers and technical resources.
- Manage structured cabling, network infrastructure, installation, testing and troubleshooting activities.
- Monitor backlog, aging tickets and completion rates.
- Ensure documentation, reports and site photographs are completed.
SLA Compliance, Operational Metrics & Reporting
- Own performance against customer SLAs, SLOs and KPIs.
- Develop dashboards and reporting.
- Monitor SLA attainment, scheduling, backlog, productivity, utilization, quality and documentation metrics.
- Perform trend analysis and lead operational reviews.
Subcontractor & Vendor Management
- Oversee engagement and coordination of subcontractors.
- Monitor performance, compliance and cost efficiency.
- Review invoices and validate authorized work and deliverables.
Operational Excellence & Continuous Improvement
- Standardize processes and workflows.
- Improve ServiceNow automation and reporting.
- Support new customer implementations and operational transitions.
- Drive productivity, quality and cost improvements.
Required Qualifications
- Bachelor's degree or equivalent experience.
- 5+ years IT service delivery, field services or operations experience.
- 3+ years people management experience.
- ServiceNow or ITSM platform experience.
- Experience managing SLAs, KPIs and customer-facing teams.
- Vendor and subcontractor management experience.
Core Competencies
- Customer Relationship Management
- Analytical & Data-Driven Leadership
- People Leadership
- Operational Execution
- Critical Thinking & Problem Solving
- Financial Awareness
- Process Improvement
- Executive Communication
Preferred Qualifications
- Managed services or centralized resource coordination experience.
- ServiceNow reporting/dashboard experience.
- ITIL familiarity.
- Power BI or advanced Excel reporting expertise.
- Experience with distributed field resources and enterprise customers.
Measures of Success
- Achieve SLA/SLO commitments.
- Maintain customer satisfaction and reduce escalations.
- Improve coordinator productivity and accountability.
- Reduce scheduling delays and ticket backlog.
- Optimize internal resource utilization and subcontractor spend.
- Deliver accurate reporting and continuous improvement.
Overall Position Accountability
- Build and sustain a high-performing coordination organization that delivers a consistent, responsive, measurable, and professional customer experience while meeting operational, contractual, and financial objectives.
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