Roboyo
Website:
roboyo.global
Job details:
Roboyo AI is a category shaper in Applied AI and Agentic Automation. We help leading enterprises move from automation projects and AI experiments into governed, production-grade systems that execute real work across workflows, processes, products and services.
Our heritage is in scaled enterprise automation; our future is Applied AI and Agentic Automation: autonomous agents, AI engineering squads, process orchestration, data and knowledge foundations, and human-in-the-loop governance embedded deeply into how our clients operate.
We are not here to sell AI theatre. We are here to turn AI into working systems, measurable outcomes and repeatable transformation programs.
Job summary
The Service Delivery Coordinator (SDC) is responsible for ensuring smooth service operations, SLA compliance, incident coordination, and customer satisfaction while driving quality assurance, learning & development, and continuous service improvement initiatives. The role serves as a shift-level coordinator, supports L1/L2 teams, monitors service performance, and works closely with stakeholders to enhance operational excellence.
Key Responsibilities
Service Delivery & Operations
- Monitor ticket queues, dashboards, and alerts to ensure SLA adherence and service continuity.
- Act as the first escalation point for incidents, service requests, and operational issues.
- Coordinate shift activities, handovers, and stakeholder communications.
- Support L2 troubleshooting activities and escalate complex issues when required.
- Ensure timely ticket updates, resolution quality, and customer satisfaction.
Quality Assurance & Continuous Improvement
- Conduct quality audits of ticket-based support and service delivery activities.
- Evaluate team performance against SOPs, SLAs, KPIs, and quality standards.
- Perform Root Cause Analysis (RCA) and identify recurring service or process gaps.
- Prepare quality scorecards, dashboards, and performance reports.
- Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
Learning & Development
- Support onboarding and refresher training programs for service delivery teams.
- Identify training needs based on quality findings, performance trends, and business requirements.
- Develop and maintain training materials, SOPs, knowledge articles, and process documentation.
- Conduct coaching and mentoring sessions to improve team performance and service quality.
- Track training effectiveness and knowledge management activities.
Project & Service Improvement Coordination
- Coordinate service improvement, transformation, and operational excellence initiatives.
- Track project milestones, risks, dependencies, and action items.
- Prepare status updates, reports, and meeting minutes.
- Collaborate with internal teams and stakeholders to ensure successful delivery of improvement initiatives.
Must-have qualifications & competencies
- 2–4 years of experience in Service Desk, Service Delivery, IT Support, Customer Support Operations, or Managed Services.
- Strong incident management, troubleshooting, and stakeholder management skills.
- Experience with ticketing and service management tools such as ServiceNow, Jira, or Remedy.
- Understanding of SLA/KPI management, quality assurance practices, and reporting.
- Strong communication, presentation, coaching, and documentation skills.
- Proficiency in Microsoft Excel, PowerPoint, and reporting tools.
- Bachelor's degree in IT, Computer Science, Engineering, or related field.
Nice to have qualifications & competencies
- ITIL, Lean Six Sigma, Quality Management, or Project Management certifications.
- Exposure to RPA platforms (UiPath, Automation Anywhere, Blue Prism).
- Knowledge of Power BI, Tableau, process optimization, or Agentic AI concepts.
Key Competencies: Service Delivery Management, Quality Assurance, Learning & Development, Coaching & Mentoring, Incident Management, Root Cause Analysis, Continuous Improvement, Stakeholder Management, Reporting & Analytics, Customer Focus.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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