Service Delivery Coordinator
WFA Digital Insight
The demand for skilled service delivery coordinators in the digital marketing space has surged, with a 25% increase in job postings over the past year. As companies shift towards cloud-based solutions, the need for experts who can manage complex service operations has never been more pressing. With its impressive 99% project success rate and commitment to relentless performance, Miratech stands out as an employer of choice. Candidates should be prepared to showcase their technical expertise, particularly in ITIL frameworks and Genesys Cloud CX, as well as their ability to work in a fast-paced, remote environment. Before applying, it's essential to understand the current market context and the skills required to excel in this role.
Job Description
About the Role
As a Service Delivery Coordinator at Miratech, you will play a vital role in supporting the operational delivery of managed services based on Genesys Cloud CX and other CCaaS platforms. Your primary focus will be on coordinating service operations, maintaining service quality, and ensuring the smooth day-to-day delivery of customer experience solutions. You will work closely with delivery teams, technical experts, and client stakeholders to achieve these goals.The role is centered around supporting service processes, monitoring operational activities, and contributing to the continuous improvement of CX services delivered to clients. Your ability to work in a remote setting, manage multiple tasks, and prioritize activities will be essential to your success.
You will be part of a dynamic team that values relentless performance, competitive pay, and benefits, as well as a culture of growth and development. Miratech's commitment to social sustainability and its focus on making a positive impact on the community will provide you with a sense of purpose and fulfillment in your work.
What You Will Do
- Support the coordination of CX service delivery and daily operations in alignment with SLA requirements
- Work closely with Genesys Cloud CX consultants, engineers, and support teams to track service activities and delivery progress
- Monitor service requests, tickets, shifts, and operational metrics to ensure timely response and issue resolution
- Participate in incident coordination, follow-up activities, and customer communication regarding support status and service metrics
- Prepare service reports, operational updates, and support internal service review meetings with clients and delivery teams
- Maintain and update service documentation, knowledge base articles, and operational procedures
- Cooperate with customers within the framework of Service Delivery (service status review, service reporting, issues troubleshooting)
- Collaborate with internal teams to identify opportunities for service improvements and operational efficiency
- Develop and implement process improvements to increase efficiency and reduce downtime
- Analyze data and metrics to identify trends and areas for improvement
What We Are Looking For
- 2 years of experience in IT services, service delivery, project coordination, customer support, or similar roles
- Experience with ITIL frameworks, PMBOK knowledge, Genesys Cloud or other call-center solutions, Jira, and SNOW
- Strong organizational skills and ability to coordinate multiple activities
- Good written and verbal communication skills
- Analytical mindset and attention to detail
- Readiness to work in PST hours, flexible in schedule, readiness for weekend shifts
- Interest in cloud technologies, CX platforms, and service operations
- English level – Upper-intermediate or higher, ability to speak to US customers and clarify requirements or requests
- Spanish – good to have
- Experience in support team management
- Knowledge of technical support methodologies
Nice to Have
- Experience with other CCaaS platforms
- Certification in ITIL or similar frameworks
- Knowledge of cloud-based solutions and their applications
- Experience with data analysis and metrics reporting
Benefits and Perks
- Competitive pay and benefits package, including health insurance and a relocation program
- Opportunity to work with a range of technologies and platforms
- Flexible work arrangements, including remote work options
- Professional development opportunities, including certification programs and mentorship
- Access to a range of tools and resources to support your work
- Collaboration with a dynamic and experienced team
- Opportunity to work on high-impact projects for top global clients
- Comprehensive compensation and benefits package, including paid time off and holidays
- Support for ongoing learning and professional growth
How to Stand Out
- Develop a strong understanding of ITIL frameworks and Genesys Cloud CX to stand out in your application
- Highlight your experience in managing multiple tasks and prioritizing activities in a fast-paced environment
- Showcase your analytical mindset and attention to detail, particularly in data analysis and metrics reporting
- Be prepared to discuss your experience with support team management and technical support methodologies
- Research Miratech's commitment to social sustainability and be prepared to discuss how your values align with the company's mission
- Tailor your application materials to the specific requirements of the role, including your experience with cloud-based solutions and CX platforms
- Practice your communication skills, particularly in English, to ensure you can effectively communicate with US customers and internal stakeholders
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