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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