Service Delivery & Project Coordinator

Category: Technology Location: Role Overview We are looking for someone to take ownership of the operational flow behind our customer services, product fulfillment, vendor purchasing, project coordination, and account follow-through.

This role is responsible for helping ensure that quotes are accurate, orders are placed correctly, shipments are tracked, inventory is received and processed, configurations and staging are completed, projects stay on track, deployments are coordinated, customers are followed up with, and vendor invoices are validated before they go to accounting.

This person will sit in the middle of many moving parts and help make sure nothing falls through the cracks.

This is not just an administrative role.

This is a coordination, execution, follow-through, and process-building role for someone who can keep vendors, warehouse activity, internal teams, projects, customers, and accounting aligned.

Core Areas of Ownership This role will own and coordinate work across: Account management and customer follow-up -Project management and project coordination -Vendor management -Sourcing and pricing Quoting support -Purchase orders and purchasing -Hardware, software, license, and service ordering -Shipment tracking and delivery coordination -Warehouse and inventory coordination -Staging, configuration, and programming follow-through -Scheduling and coordination of deployments, installs, and go-lives -Vendor order and invoice reconciliation -Internal operational accountability and follow-through -Documentation and systems accountability -Action item management and operational accountability Service Understanding Is Required A critical part of this role is learning and understanding our service offerings, what makes up each service, what products, licensing, vendors, and internal work are required to deliver each one, and how those services should be quoted, ordered, fulfilled, and billed.

Without understanding our services, this person will not be able to: support accurate quotes -order the right items -validate license and vendor quantities ensure required components are included -catch billing or fulfillment mistakes before they reach accounting or the customer This person will be expected to learn the business well enough to act as an operational checkpoint between sales, vendors, warehouse, projects, service delivery, and accounting.

Documentation & Systems Accountability A critical responsibility of this role is helping ensure that operational, customer, vendor, inventory, project, and service documentation remains accurate, complete, and up to date.

This person will not necessarily be responsible for creating all documentation themselves, but they will be responsible for helping ensure documentation exists, is maintained properly, and is updated when changes occur.

This includes documentation related to: Customer environments -Service delivery processes -Internal operational procedures Vendor information -Licensing records -Inventory records -Asset tracking -Project documentation -Deployment records -Order records -System configurations -Operational workflows Responsibilities include: Helping ensure required documentation is completed and maintained -Following up with technicians, engineers, project teams, vendors, and internal staff when documentation updates are needed -Identifying documentation gaps and helping ensure they are addressed -Helping build standards, templates, and processes that improve documentation quality and consistency -Making sure documentation is updated as services, systems, projects, and operational processes change -Helping ensure projects are not considered fully complete until required documentation has been finalized Success in this area means that information is easier to find, projects are easier to support, customer environments are documented accurately, operational knowledge is retained, and fewer issues occur due to missing or outdated information.

Action Item Management & Operational Accountability A critical responsibility of this role is ensuring that commitments, assignments, decisions, and action items do not get lost or forgotten.

This person will serve as the operational accountability coordinator for the organization by helping ensure that assigned work is documented, tracked, followed up on, completed, and escalated when necessary.

This includes action items originating from: Leadership discussions -Internal meetings -Customer meetings Vendor meetings -Project discussions -Emails -Phone calls -Operational reviews -Strategic initiatives -Department requests Responsibilities include: Capturing and documenting action items when assigned -Ensuring each action item has a clear owner, description, priority level, and target completion date -Maintaining a centralized action item tracking system -Following up with assigned owners regarding progress and status -Sending recurring action item summaries and status requests -Tracking overdue items and identifying blockers -Helping remove obstacles by coordinating with other departments when needed -Escalating repeatedly overdue, ignored, or stalled action items to leadership, operations, or human resources as appropriate -Providing visibility into outstanding commitments and accountability across the organization -Ensuring action items remain visible until completed rather than allowing them to disappear over time The specific tools used for tracking may evolve over time and could include PSA platforms, project management systems, spreadsheets, operational software, or dedicated accountability platforms.

Regardless of the tool used, ownership of the process remains with this role.