Senior Project Coordinator

Position Summary

• The Manager, Resource Coordination & Service Delivery is responsible for leading a team of customer-facing Resource Coordinators who manage the end-to-end execution of technical field service requests across multiple client accounts.
• This role provides operational leadership and oversight of resource scheduling, service request management, technical field service coordination, subcontractor engagement, customer communications, and service delivery performance.
• The manager is accountable for ensuring all client work requests are executed efficiently and in accordance with contractual SLAs, SLOs and customer requirements.

Team Leadership & Performance Management

• Provide leadership, coaching and development to Resource Coordinators.
• Establish performance expectations aligned with operational objectives.
• Monitor productivity, workload distribution, scheduling efficiency and service quality.
• Conduct reviews, coaching sessions and operational meetings.
• Promote accountability, ownership and customer satisfaction.

Customer Experience & Escalation Management

• Serve as escalation point for customer concerns and service delivery issues.
• Ensure timely and professional communication throughout service lifecycle.
• Implement recovery plans to prevent customer impact.
• Partner with account management and leadership teams.

Service Request & Field Resource Management

• Oversee ServiceNow service request lifecycle from assignment through closure.
• Coordinate internal field engineers and technical resources.
• Manage structured cabling, network infrastructure, installation, testing and troubleshooting activities.
• Monitor backlog, aging tickets and completion rates.
• Ensure documentation, reports and site photographs are completed.

SLA Compliance, Operational Metrics & Reporting

• Own performance against customer SLAs, SLOs and KPIs.
• Develop dashboards and reporting.
• Monitor SLA attainment, scheduling, backlog, productivity, utilization, quality and documentation metrics.
• Perform trend analysis and lead operational reviews.

Subcontractor & Vendor Management

• Oversee engagement and coordination of subcontractors.
• Monitor performance, compliance and cost efficiency.
• Review invoices and validate authorized work and deliverables.

Operational Excellence & Continuous Improvement

• Standardize processes and workflows.
• Improve ServiceNow automation and reporting.
• Support new customer implementations and operational transitions.
• Drive productivity, quality and cost improvements.

Required Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years IT service delivery, field services or operations experience.
• 3+ years people management experience.
• ServiceNow or ITSM platform experience.
• Experience managing SLAs, KPIs and customer-facing teams.
• Vendor and subcontractor management experience.

Core Competencies

• Customer Relationship Management
• Analytical & Data-Driven Leadership
• People Leadership
• Operational Execution
• Critical Thinking & Problem Solving
• Financial Awareness
• Process Improvement
• Executive Communication

Preferred Qualifications

• Managed services or centralized resource coordination experience.
• ServiceNow reporting/dashboard experience.
• ITIL familiarity.
• Power BI or advanced Excel reporting expertise.
• Experience with distributed field resources and enterprise customers.

Measures of Success

• Achieve SLA/SLO commitments.
• Maintain customer satisfaction and reduce escalations.
• Improve coordinator productivity and accountability.
• Reduce scheduling delays and ticket backlog.
• Optimize internal resource utilization and subcontractor spend.
• Deliver accurate reporting and continuous improvement.

Overall Position Accountability

• Build and sustain a high-performing coordination organization that delivers a consistent, responsive, measurable, and professional customer experience while meeting operational, contractual, and financial objectives.

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