Is the Service Delivery Coordinator - REMOTE position at Fortified Data fully remote?

Yes, this Service Delivery Coordinator - REMOTE position at Fortified Data is a remote position. The role is available for candidates in United States.

Is this a full-time or part-time Service Delivery Coordinator - REMOTE role?

This is a full-time Service Delivery Coordinator - REMOTE position at Fortified Data.

What benefits does Fortified Data offer for this position?

Fortified Data offers the following benefits: Retirement Plan.

How do I apply for the Service Delivery Coordinator - REMOTE position at Fortified Data?

You can apply for this Service Delivery Coordinator - REMOTE position by clicking the "Apply Now" button on this page, which will take you to Fortified Data's application portal.

Service Delivery Coordinator - REMOTE at Fortified Data

United States

<p style="margin: 0in 0in 6pt; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Fortified Data is a fast-growing, fully remote database services company helping organizations worldwide optimize their most critical data environments. As trusted advisors in database management, administration, and strategic consulting, we partner with clients to design solutions that do not just solve today's challenges, they scale for tomorrow's growth.</p> <p style="margin: 0in 0in 6pt; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Our team members are empowered to take ownership, contribute ideas, and help shape the future of the company. Working at Fortified Data comes with competitive compensation, comprehensive health benefits, a retirement plan, and the flexibility of a fully remote role while maintaining a healthy work life balance.</p> <p style="margin: 0in 0in 6pt; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Fortified Data is an equal opportunity employer. Eligible candidates must provide evidence of legal working status for any employer in the U.S.</p> <h2 style="margin: 12pt 0in 4pt; line-height: 150%; break-after: avoid; font-size: 14pt; font-family: Asap; color: rgb(26, 32, 71); font-weight: normal;">Job Summary</h2> <p style="margin: 0in 0in 6pt; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">The Service Delivery Coordinator helps keep the operational side of our Managed Services organization running smoothly, so our database engineers and POD Leaders can stay focused on client work. This role administers time entry compliance, PTO and coverage scheduling, after hours rotation scheduling, ticket queue hygiene, onboarding and internal project tracking, client deliverable preparation, and the weekly Managed Services scorecard.</p> <p style="margin: 0in 0in 6pt; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Much of the routine checking in this role is supported by automation in Slack, Harvest, Zendesk, and HubSpot. The Coordinator acts on what that automation surfaces, follows through with the right people, and helps identify the next manual step worth automating. This is an operations support role. It has no direct reports and does not supervise, evaluate, or assign work to team members. It does not make technical, performance, compensation, or corrective action decisions, and it routes those to the right owners.</p> <p style="margin: 0in 0in 6pt; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">This role reports to the Chief Operating Officer, who sets its priorities and responsibilities, and works daily with POD Leaders, the Managed Services Technical Lead, the Strategic Account Management team, and the Project Management Office.</p> <h2 style="margin: 12pt 0in 4pt; line-height: 150%; break-after: avoid; font-size: 14pt; font-family: Asap; color: rgb(26, 32, 71); font-weight: normal;">Duties and Essential Job Functions</h2> <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Monitor time entry compliance across the Managed Services team, follow up on missing or incomplete time flagged by automated reminders, and prepare the weekly exceptions report and utilization by POD.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Keep the Managed Services work schedule and PTO calendar current, reflecting the assignments and coverage decisions made by POD Leaders, and review PTO requests against coverage before they are entered in the HR system, bringing conflicts to POD Leaders for a decision.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Maintain the after-hours rotation and escalation chain in our paging system, based on assignments set by POD Leaders, and keep it accurate as staffing and PTO change.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Monitor ticket queue hygiene in Zendesk, including client to POD routing accuracy, categorization, aging tickets, and SLA breach warnings, and bring issues to the right POD Leader promptly.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Partner with Technical Operations to keep client, routing, and escalation information accurate and current in Zendesk and our paging and escalation system.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Support the Project Management Office during Managed Services onboarding by coordinating schedules, tracking access and documentation requests, following up with team members to keep onboarding activities on their agreed dates, and confirming handoff checklists are complete before ongoing support begins.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Coordinate with POD Leaders on internal Managed Services projects, tracking milestones and following up with team members so that activities are completed on schedule, and raising timeline risks to POD Leaders early.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Ensure Strategic Account Managers and Project Managers have the materials and data they need for client meetings and deliverables within agreed time frames, including monthly client review decks that present ticket, SLA, and service activity data in a consistent, client-ready format.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Serve as a communication bridge between Managed Services engineers and the rest of the organization, translating technical updates, ticket activity, and service issues into clear, accurate language for Project Managers, Strategic Account Managers, Sales, and leadership, and prepare clear client-facing materials in support of the Strategic Account Management team.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Compile the data for the weekly Managed Services scorecard used in the leadership meeting, drawing from Zendesk, Harvest, and HubSpot, and confirm it is complete and accurate before it is shared.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Distribute the quarterly performance input form to POD Leaders, track completion, and compile responses for the Chief Operating Officer. This role does not provide performance input on team members.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Maintain Managed Services process documentation, templates, and schedules, and keep them current as workflows change.</li> <li style="margin: 0in 0in 6pt 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Identify recurring manual steps in Managed Services operations and recommend automation opportunities to the POD Leader and Technical Operations.</li> </ul> <h2 style="margin: 12pt 0in 4pt; line-height: 150%; break-after: avoid; font-size: 14pt; font-family: Asap; color: rgb(26, 32, 71); font-weight: normal;">Measures of Success</h2> <p style="margin: 0in 0in 6pt; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">This role will be evaluated against a defined set of annual objectives, established each year in partnership with leadership. Representative measures include the following.</p> <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Time entry compliance rate across the Managed Services team.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Onboarding and internal project activities completed on their agreed dates.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">PTO and after-hours coverage conflicts identified and brought to POD Leaders before they affect client support.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">On-time, accurate delivery of the weekly scorecard and monthly client review decks.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Queue hygiene, measured by aging tickets and routing or categorization errors.</li> <li style="margin: 0in 0in 6pt 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Satisfaction of POD Leaders, Strategic Account Managers, and the Project Management Office with the support this role provides.</li> </ul> <h2 style="margin: 12pt 0in 4pt; line-height: 150%; break-after: avoid; font-size: 14pt; font-family: Asap; color: rgb(26, 32, 71); font-weight: normal;">Required Experience</h2> <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Three or more years of experience in operations coordination, service delivery coordination, resource scheduling, or project coordination, preferably within an IT services or Managed Service Provider environment.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Hands-on experience working with a ticketing or ITSM system and a time tracking system, including reviewing data for completeness and following up on gaps.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Strong skills in Excel or a comparable spreadsheet tool, including building and maintaining recurring reports from exported data.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Experience preparing polished, data-driven presentations in PowerPoint or a comparable tool for client or leadership audiences.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Demonstrated ability to follow up with busy technical colleagues on deadlines and compliance tasks, persistently and professionally, without formal authority over them.</li> <li style="margin: 0in 0in 6pt 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Experience maintaining shared calendars, rotations, or coverage schedules for a team.</li> </ul> <h2 style="margin: 12pt 0in 4pt; line-height: 150%; break-after: avoid; font-size: 14pt; font-family: Asap; color: rgb(26, 32, 71); font-weight: normal;">Preferred Experience</h2> <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Experience with Zendesk, Harvest, HubSpot, and Slack.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Familiarity with PEO or HRIS platforms such as TriNet for PTO and time off administration.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Exposure to workflow automation tools, such as Slack workflows, Zapier, or Power Automate.</li> <li style="margin: 0in 0in 0in 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Familiarity with ITIL concepts such as SLAs, ticket prioritization, and escalation paths.</li> <li style="margin: 0in 0in 6pt 0px; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Experience working on a fully remote team.</li> </ul> <h2 style="margin: 12pt 0in 4pt; line-height: 150%; break-after: avoid; font-size: 14pt; font-family: Asap; color: rgb(26, 32, 71); font-weight: normal;">Required Attributes</h2> <p style="margin: 0in 0in 6pt; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';"><strong><span style="color: #1a2047;">Organization: </span></strong>Keeps many recurring deadlines, schedules, and requests on track at once, and notices quickly when something is about to slip.</p> <p style="margin: 0in 0in 6pt; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';"><strong><span style="color: #1a2047;">Follow-Through: </span></strong>Closes the loop on every open item, and does not consider a task done until the right person has acted on it.</p> <p style="margin: 0in 0in 6pt; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';"><strong><span style="color: #1a2047;">Diplomatic Persistence: </span></strong>Follows up with engineers and leaders as often as needed while keeping the relationship positive and respectful of their client priorities.</p> <p style="margin: 0in 0in 6pt; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';"><strong><span style="color: #1a2047;">Accuracy: </span></strong>Checks data before it reaches leadership or a client, and catches gaps, duplicates, and inconsistencies before others do.</p> <p style="margin: 0in 0in 6pt; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';"><strong><span style="color: #1a2047;">Discretion: </span></strong>Handles PTO, utilization, and performance input information with confidentiality and professionalism.</p> <p style="margin: 0in 0in 6pt; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';"><strong><span style="color: #1a2047;">Curiosity: </span></strong>Asks why a manual process exists and looks for ways to simplify or automate it.</p> <h2 style="margin: 12pt 0in 4pt; line-height: 150%; break-after: avoid; font-size: 14pt; font-family: Asap; color: rgb(26, 32, 71); font-weight: normal;">Work Environment</h2> <p style="margin: 0in 0in 6pt; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">We are a 100% remote company.</p> <p style="margin: 0in 0in 6pt; line-height: 115%; font-size: 11pt; font-family: 'Open Sans';">Occasional travel may be required for team meetings or company events.</p>

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Remote Opportunity

Service Delivery Coordinator - REMOTE

Join Fortified Data as a mid professional working remotely from United States. Explore the role, benefits, and apply in one place.

Service Delivery Coordinator - REMOTE

Fortified Data

Full Time

4 days ago

Fortified Data is a fast-growing, fully remote database services company helping organizations worldwide optimize their most critical data environments.

United States

Engineering

Mid

Operations Coordination

Service Delivery

Resource Scheduling

+5 more

Job Description

Fortified Data is a fast-growing, fully remote database services company helping organizations worldwide optimize their most critical data environments. As trusted advisors in database management, administration, and strategic consulting, we partner with clients to design solutions that do not just solve today's challenges, they scale for tomorrow's growth.

Our team members are empowered to take ownership, contribute ideas, and help shape the future of the company. Working at Fortified Data comes with competitive compensation, comprehensive health benefits, a retirement plan, and the flexibility of a fully remote role while maintaining a healthy work life balance.

Fortified Data is an equal opportunity employer. Eligible candidates must provide evidence of legal working status for any employer in the U.S.

Job Summary

The Service Delivery Coordinator helps keep the operational side of our Managed Services organization running smoothly, so our database engineers and POD Leaders can stay focused on client work. This role administers time entry compliance, PTO and coverage scheduling, after hours rotation scheduling, ticket queue hygiene, onboarding and internal project tracking, client deliverable preparation, and the weekly Managed Services scorecard.

Much of the routine checking in this role is supported by automation in Slack, Harvest, Zendesk, and HubSpot. The Coordinator acts on what that automation surfaces, follows through with the right people, and helps identify the next manual step worth automating. This is an operations support role. It has no direct reports and does not supervise, evaluate, or assign work to team members. It does not make technical, performance, compensation, or corrective action decisions, and it routes those to the right owners.

This role reports to the Chief Operating Officer, who sets its priorities and responsibilities, and works daily with POD Leaders, the Managed Services Technical Lead, the Strategic Account Management team, and the Project Management Office.

Duties and Essential Job Functions

Monitor time entry compliance across the Managed Services team, follow up on missing or incomplete time flagged by automated reminders, and prepare the weekly exceptions report and utilization by POD.
Keep the Managed Services work schedule and PTO calendar current, reflecting the assignments and coverage decisions made by POD Leaders, and review PTO requests against coverage before they are entered in the HR system, bringing conflicts to POD Leaders for a decision.
Maintain the after-hours rotation and escalation chain in our paging system, based on assignments set by POD Leaders, and keep it accurate as staffing and PTO change.
Monitor ticket queue hygiene in Zendesk, including client to POD routing accuracy, categorization, aging tickets, and SLA breach warnings, and bring issues to the right POD Leader promptly.
Partner with Technical Operations to keep client, routing, and escalation information accurate and current in Zendesk and our paging and escalation system.
Support the Project Management Office during Managed Services onboarding by coordinating schedules, tracking access and documentation requests, following up with team members to keep onboarding activities on their agreed dates, and confirming handoff checklists are complete before ongoing support begins.
Coordinate with POD Leaders on internal Managed Services projects, tracking milestones and following up with team members so that activities are completed on schedule, and raising timeline risks to POD Leaders early.
Ensure Strategic Account Managers and Project Managers have the materials and data they need for client meetings and deliverables within agreed time frames, including monthly client review decks that present ticket, SLA, and service activity data in a consistent, client-ready format.
Serve as a communication bridge between Managed Services engineers and the rest of the organization, translating technical updates, ticket activity, and service issues into clear, accurate language for Project Managers, Strategic Account Managers, Sales, and leadership, and prepare clear client-facing materials in support of the Strategic Account Management team.
Compile the data for the weekly Managed Services scorecard used in the leadership meeting, drawing from Zendesk, Harvest, and HubSpot, and confirm it is complete and accurate before it is shared.
Distribute the quarterly performance input form to POD Leaders, track completion, and compile responses for the Chief Operating Officer. This role does not provide performance input on team members.
Maintain Managed Services process documentation, templates, and schedules, and keep them current as workflows change.
Identify recurring manual steps in Managed Services operations and recommend automation opportunities to the POD Leader and Technical Operations.

Measures of Success

This role will be evaluated against a defined set of annual objectives, established each year in partnership with leadership. Representative measures include the following.

Time entry compliance rate across the Managed Services team.
Onboarding and internal project activities completed on their agreed dates.
PTO and after-hours coverage conflicts identified and brought to POD Leaders before they affect client support.
On-time, accurate delivery of the weekly scorecard and monthly client review decks.
Queue hygiene, measured by aging tickets and routing or categorization errors.
Satisfaction of POD Leaders, Strategic Account Managers, and the Project Management Office with the support this role provides.

Required Experience

Three or more years of experience in operations coordination, service delivery coordination, resource scheduling, or project coordination, preferably within an IT services or Managed Service Provider environment.
Hands-on experience working with a ticketing or ITSM system and a time tracking system, including reviewing data for completeness and following up on gaps.
Strong skills in Excel or a comparable spreadsheet tool, including building and maintaining recurring reports from exported data.
Experience preparing polished, data-driven presentations in PowerPoint or a comparable tool for client or leadership audiences.
Demonstrated ability to follow up with busy technical colleagues on deadlines and compliance tasks, persistently and professionally, without formal authority over them.
Experience maintaining shared calendars, rotations, or coverage schedules for a team.

Preferred Experience

Experience with Zendesk, Harvest, HubSpot, and Slack.
Familiarity with PEO or HRIS platforms such as TriNet for PTO and time off administration.
Exposure to workflow automation tools, such as Slack workflows, Zapier, or Power Automate.
Familiarity with ITIL concepts such as SLAs, ticket prioritization, and escalation paths.
Experience working on a fully remote team.

Required Attributes

Organization: Keeps many recurring deadlines, schedules, and requests on track at once, and notices quickly when something is about to slip.

Follow-Through: Closes the loop on every open item, and does not consider a task done until the right person has acted on it.

Diplomatic Persistence: Follows up with engineers and leaders as often as needed while keeping the relationship positive and respectful of their client priorities.

Accuracy: Checks data before it reaches leadership or a client, and catches gaps, duplicates, and inconsistencies before others do.

Discretion: Handles PTO, utilization, and performance input information with confidentiality and professionalism.

Curiosity: Asks why a manual process exists and looks for ways to simplify or automate it.

Work Environment

We are a 100% remote company.

Occasional travel may be required for team meetings or company events.

Requirements

three or more years of experience in operations coordination, service delivery coordination, resource scheduling, or project coordination, preferably within an it services or managed service provider environment.
hands-on experience working with a ticketing or itsm system and a time tracking system, including reviewing data for completeness and following up on gaps.
strong skills in excel or a comparable spreadsheet tool, including building and maintaining recurring reports from exported data.
experience preparing polished, data-driven presentations in powerpoint or a comparable tool for client or leadership audiences.
demonstrated ability to follow up with busy technical colleagues on deadlines and compliance tasks, persistently and professionally, without formal authority over them.
experience maintaining shared calendars, rotations, or coverage schedules for a team.
experience with zendesk, harvest, hubspot, and slack.
familiarity with peo or hris platforms such as trinet for pto and time off administration.

Benefits

Retirement Plan

Skills

Operations Coordination

Service Delivery

Resource Scheduling

Project coordination

Ticketing systems

ITSM

Time tracking

Excel

Ready to Apply?

Join Fortified Data today

Posted 4 days ago

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