[Hiring] Service Delivery Coordinator @People Partners

Role Description

Love being the person who brings order to a busy day? PeoplePartners is looking for an experienced Service Delivery Coordinator to work remotely with an Australian client in the managed IT services space. This isn’t a role where you simply watch a ticket queue. Reporting to the Operations Manager, you’ll be at the center of day-to-day service delivery—triaging tickets, coordinating technicians, managing priorities, protecting SLAs, and keeping clients informed. When everything feels urgent, you’re the calm person who works out what actually is. You’ll constantly balance what clients need, what SLAs require, and what the technical team can realistically deliver. Your job is to keep work moving—and spot potential problems before they turn into SLA breaches.

• Monitor and triage technical service tickets.
• Prioritize tickets based on urgency, impact, and SLA commitments.
• Schedule technical work based on technician skills and availability.
• Balance technician workloads and adjust schedules as priorities change.
• Identify SLA risks and take proactive action to prevent breaches.
• Coordinate technical escalations and follow-up actions.
• Maintain accurate ticket statuses, notes, and workflows.
• Communicate scheduling changes, delays, and expectations to clients.
• Provide the Operations Manager with visibility into team capacity and workload.
• Identify service delivery bottlenecks and recurring workflow issues.
• Improve runbooks, checklists, and service coordination processes.
• Support effective technician utilization and disciplined ticket management.

Qualifications

• 2+ years of relevant experience in service coordination, service delivery, or a fast-paced environment with competing priorities.
• Experience using PSA/service management platforms.
• Practical understanding of SLA-driven service delivery.
• Experience triaging and prioritising service tickets.
• Ability to coordinate workloads based on urgency, impact, skills, and availability.
• Ability to identify and proactively manage potential SLA breaches.
• Strong organisational and prioritisation skills.
• Clear communication skills with technical and non-technical stakeholders.
• Ability to remain calm and make decisions under pressure.
• Ability to professionally manage accountability, escalations, and changing priorities.

Requirements

• ConnectWise experience is highly regarded.
• Experience working in managed IT services.
• Experience improving service delivery workflows, runbooks, or checklists.

Benefits

• Permanent Work-from-home setup
• Company-provided equipment
• Secondary Wi-Fi Modem
• 21 Leave Credits Annually - Leave benefits begin on Day 1.
• 100% conversion of UNUSED leave credits
• HMO on Day 1
• 13th Month Pay
• Monthly Gift Voucher
• Milestone Tokens (Birthday/Anniversary/Christmas).
• A Life Beyond the Screen #WorkLifeBalance.
• Active employee engagements physically such as Christmas Party & Team Building, and virtual events such as town-hall with prizes.