Service Delivery Coordinator

Service Coordinator
Department: Tech Services & IT Security
Location: Alabang, Muntinlupa, Philippines
Employment Type: Regular – Full Time
Work Arrangement: Hybrid / Regional or Shift Coverage as Assigned
Career Level: Professional / Experienced

Job Summary

The Service Coordinator provides operational and administrative coordination support to the Service Delivery organization. The role ensures that service activities, escalations, action items, initiatives, and operational commitments are properly tracked, communicated, and followed through to completion.

The successful candidate will work closely with Service Delivery Specialists, technical teams, customers, and management to maintain visibility of priorities, risks, deadlines, and outstanding actions.

Key Responsibilities

• Coordinate day-to-day service activities across technical teams, customers, and stakeholders.
• Monitor and maintain trackers for service operations, escalations, initiatives, risks, actions, and deadlines.
• Follow up with assigned owners on pending, overdue, blocked, or high-risk activities.
• Coordinate escalation calls, status meetings, working sessions, and follow-up activities.
• Prepare operational reports, KPI updates, dashboards, meeting materials, and management summaries.
• Organize service reviews, governance meetings, and operational forums, including agendas and minutes.
• Maintain action registers, decision logs, escalation records, and supporting documentation.
• Consolidate updates from technical teams and provide clear status, risks, dependencies, and next steps.
• Support continual improvement activities, corrective actions, and process improvement initiatives.
• Maintain organized and updated service documentation, reports, procedures, and governance records.
• Coordinate handovers and operational activities across regions or shifts when required.

Qualifications

• Bachelor’s Degree in IT, Information Systems, Computer Science, Business Administration, Engineering, or a related field.
• Entry-level experience or up to 3 years of relevant experience in service coordination, operations support, project coordination, customer support, service desk, administration, or similar roles.
• Experience in reporting, documentation, meeting coordination, action tracking, or governance support is an advantage.
• Basic understanding of IT Service Management (ITSM) concepts such as Incident, Problem, Change, Service Request, Knowledge, and Continual Improvement.
• Proficient in Microsoft Excel, PowerPoint, Outlook, Teams, and SharePoint.
• Strong organizational, coordination, communication, and follow-up skills.
• High attention to detail and ability to manage multiple priorities and deadlines.
• Ability to work effectively with technical and non-technical stakeholders.

Advantageous Skills

• Familiarity with ServiceNow, Jira, Azure DevOps, HDA, or similar tools.
• Exposure to Power BI, Power Automate, Microsoft Copilot, or workflow automation.
• Knowledge of ITIL, project coordination, service transition, operational readiness, or risk tracking.
• Exposure to Cloud, Data Center, Network, IT Security, SAP, or other enterprise technology environments.
• Experience working with international or distributed teams.