WE’RE HIRING: Service Delivery Coordinator (Philippines)
Focus: Client Relationship Management & Service Delivery Excellence
Excis is a global IT support leader delivering innovative technology solutions and managed services to enterprise clients across the world. As our business continues to grow, we are seeking a highly organized, proactive, and customer-focused
Service Delivery Coordinator to act as a key liaison between clients, internal operations teams, and service delivery functions.
This role is ideal for someone who excels at
service coordination, stakeholder communication, SLA management, and client relationship building, while also being comfortable working in operational, hands-on environments.
About Excis
- Supporting clients in 190+ countries
- 6,000+ Engineers globally
- 200+ Enterprise Clients
At Excis, we believe exceptional service starts with strong relationships. You will be part of a collaborative environment where your ability to coordinate, communicate, and deliver value directly contributes to client success.
Job Summary
We are seeking a detail-oriented and proactive
Service Delivery Coordinator to support the day-to-day delivery of onsite and remote IT support services.
In this role, you will coordinate Service Desk and Field Operations teams, ensure smooth ticket flow, manage escalations, and maintain consistent service delivery for enterprise clients. You will also monitor service performance, identify trends, and support continuous service improvement initiatives.
This is a
hands-on operational role ideal for someone who is comfortable diving into daily service delivery activities while maintaining a strong client-facing focus.
Requirements
Key Responsibilities
Client Relationship Management
- Serve as a primary point of contact for assigned clients regarding service delivery matters
- Build and maintain strong client relationships through proactive communication
- Understand client requirements and ensure service delivery aligns with expectations and contracts
- Coordinate service reviews, meetings, and performance discussions
- Manage escalations and ensure timely resolution of client concerns
- Identify opportunities to improve client satisfaction and engagement
Service Coordination & Operations
- Coordinate daily activities between Service Desk agents, Field Technicians, and engineering teams
- Monitor ticket queues and prioritize based on SLA, urgency, and business impact
- Ensure timely dispatch for Same Business Day (SBD) requests and field deployments
- Track escalations and follow up on incident resolution
- Support end-to-end ticket lifecycle management
Performance Monitoring & Reporting
- Track SLA, KPI, and service performance metrics
- Identify recurring incidents and support trend analysis
- Prepare service reports and client-facing updates
- Assist in root cause analysis and service improvement documentation
Operational Support
- Ensure proper staffing coverage and resource allocation
- Support technicians and agents during peak or complex incidents
- Maintain accurate documentation of processes and service history
- Support onboarding and transition of new clients
Continuous Improvement
- Support process improvement and operational efficiency initiatives
- Collaborate with Service Delivery Manager on strategic initiatives
- Contribute to service optimization and best practices implementation
Required Qualifications & Experience
- Minimum 3+ years experience in Service Delivery, Service Desk Coordination, or IT Operations
- Experience in IT Managed Services or MSP environments strongly preferred
- Hands-on experience with ticketing systems (ServiceNow, ConnectWise, HaloPSA, or similar)
- Strong understanding of End User Support, Microsoft 365, and basic networking concepts
- Experience managing SLAs, KPIs, and service reporting
- Excellent communication and stakeholder management skills
- Strong organizational, multitasking, and problem-solving abilities
- Ability to work under pressure in a fast-paced environment
Preferred Qualifications
- Experience in ITIL-based environments
- ITIL Foundation Certification is an advantage
- Experience supporting enterprise/global clients
- Exposure to CRM or reporting tools
What Success Looks Like
- Consistent SLA compliance and smooth daily operations
- High ticket resolution efficiency and reduced escalations
- Accurate and timely reporting that drives service improvement
- Strong client satisfaction and relationship management
- Effective coordination across teams and regions
Benefits
Why Join Excis?
At Excis, you will work with global clients, build meaningful professional relationships, and contribute directly to service excellence. We offer a collaborative environment, career growth opportunities, and exposure to international IT operations.
Ready to make an impact?
Join Excis as a
Service Delivery Coordinator and help drive exceptional client experiences while ensuring world-class service delivery across our global operations.
