Service Delivery Coordinator

Vintti is a staffing agency that acts as an economic enabler. By connecting US-based SMBs, startups, and firms with top-tier Latin American talent, we drive growth on both sides of the equation. For US businesses, we offer access to a pool of highly skilled professionals at competitive rates, allowing for increased efficiency and scalability. For Latin American workers, we provide opportunities to engage with the US market, fostering professional development and economic advancement. Vintti stands at the intersection of global talent and American enterprise, facilitating partnerships that stimulate economic prosperity across borders.

A Service Delivery Coordinator plays a vital role in ensuring that services are delivered efficiently and effectively to meet client and organizational needs. This position typically involves coordinating and overseeing service delivery processes, managing client relationships, and ensuring that service standards are met or exceeded. Responsibilities include scheduling, resource allocation, and troubleshooting any issues that arise during service delivery. The role necessitates strong communication skills, attention to detail, and the ability to work collaboratively with various teams to optimize service performance and client satisfaction.

- Bachelor's degree in business administration, management, or a related field
- 3+ years of experience in service delivery coordination or a similar role
- Strong understanding of service level agreements (SLAs) and performance metrics
- Proven ability to manage and coordinate staff schedules
- Excellent client-facing and internal communication skills
- Strong problem-solving skills and the ability to handle escalations effectively
- Experience with onboarding and training staff
- Proficiency in preparing and presenting performance reports
- Ability to work collaboratively with cross-functional teams
- Knowledge of industry regulations and compliance requirements
- Proven track record of identifying and implementing process improvements
- Strong organizational skills with the ability to manage budgets
- Proficiency in using service management software and tools
- Advanced computer skills, including MS Office Suite (Excel, Word, PowerPoint)
- Strong analytical skills to interpret customer feedback and other data
- Ability to meet project deadlines and manage multiple tasks simultaneously
- Excellent leadership and team management capabilities
- Experience in coordinating with IT departments to resolve technical issues
- Strong relationship-building skills with both clients and internal stakeholders
- Flexibility to adapt to changing priorities and demands
- Ability to maintain comprehensive documentation and procedural records
- Understanding of resource and tools management necessary for service delivery teams
- Experience in proposal and presentation preparation for potential clients

- Monitor service delivery performance to ensure adherence to service level agreements (SLAs).
- Coordinate and manage staff schedules to align with service demands.
- Act as the primary point of contact for clients, addressing inquiries and resolving issues promptly.
- Oversee the onboarding and training of new service delivery staff.
- Conduct regular service quality assessments and provide feedback for improvement.
- Prepare and present service delivery performance reports to senior management.
- Collaborate with cross-functional teams to streamline processes and improve efficiency.
- Handle escalations and implement corrective actions to resolve service delivery problems.
- Maintain and update comprehensive documentation related to service delivery procedures and standards.
- Facilitate regular team meetings to review performance metrics, address challenges, and plan initiatives.
- Monitor and manage budgets related to service delivery operations.
- Ensure compliance with relevant industry regulations and internal policies.
- Identify and implement opportunities for continuous improvement within the service delivery function.
- Develop and maintain strong working relationships with key stakeholders.
- Coordinate with the IT department to resolve technical issues impacting service delivery.
- Track project timelines and ensure milestones are met.
- Support the development and implementation of new service offerings.
- Analyze customer feedback to identify trends and areas for improvement.
- Ensure the availability and maintenance of necessary resources and tools for service delivery teams.
- Assist with the preparation of proposals and presentations for potential clients.

The ideal candidate for the Service Delivery Coordinator role will possess a Bachelor's degree in business administration, management, or a related field, supplemented by over three years of hands-on experience in service delivery coordination or a similar capacity. This individual will demonstrate a profound understanding of service level agreements (SLAs) and possess the acumen to manage and align staff schedules with service demands efficiently. They will exhibit exceptional client-facing and internal communication skills, capable of addressing inquiries and resolving issues with promptness and professionalism. A proven problem-solver, the candidate will show adeptness in handling escalations, as well as experience in onboarding and training new staff. Furthermore, they will have a strong track record of preparing and presenting insightful performance reports to senior management. Collaborating seamlessly with cross-functional teams, the ideal candidate will continuously identify and implement process improvements to enhance efficiency and service quality. They will have the organizational prowess to manage budgets and ensure compliance with industry regulations. This candidate is proficient in service management software, equipped with advanced computer skills, specifically within the MS Office Suite. Analytical by nature, they can interpret customer feedback and data to drive service enhancements. With strong leadership qualities, they excel in managing multiple tasks, meeting project deadlines, and adapting to changing priorities, all while maintaining excellent relationships with clients and internal stakeholders. Exhibiting a proactive mindset, resilience under pressure, and a client-focused approach, they stand out as innovative, ethical, and strategic thinkers dedicated to achieving results and continuous improvement.

- Monitor service delivery performance to ensure adherence to service level agreements (SLAs).
- Coordinate and manage staff schedules to align with service demands.
- Act as the primary point of contact for clients, addressing inquiries and resolving issues promptly.
- Oversee the onboarding and training of new service delivery staff.
- Conduct regular service quality assessments and provide feedback for improvement.
- Prepare and present service delivery performance reports to senior management.
- Collaborate with cross-functional teams to streamline processes and improve efficiency.
- Handle escalations and implement corrective actions to resolve service delivery problems.
- Maintain and update comprehensive documentation related to service delivery procedures and standards.
- Facilitate regular team meetings to review performance metrics, address challenges, and plan initiatives.
- Monitor and manage budgets related to service delivery operations.
- Ensure compliance with relevant industry regulations and internal policies.
- Identify and implement opportunities for continuous improvement within the service delivery function.
- Develop and maintain strong working relationships with key stakeholders.
- Coordinate with the IT department to resolve technical issues impacting service delivery.
- Track project timelines and ensure milestones are met.
- Support the development and implementation of new service offerings.
- Analyze customer feedback to identify trends and areas for improvement.
- Ensure the availability and maintenance of necessary resources and tools for service delivery teams.
- Assist with the preparation of proposals and presentations for potential clients.

- Strong leadership qualities
- Excellent communication skills
- Detail-oriented and organized
- Analytical thinking
- Problem-solving aptitude
- Ability to manage multiple tasks
- Client-focused
- Team player
- Adaptable and flexible
- Results-driven
- Proactive mindset
- Resilient and composed under pressure
- Empathetic with clients and staff
- High level of accountability
- Strategic thinker
- Efficient time management
- Technologically proficient
- Collaborative spirit
- Ethical and compliant
- Innovative with process improvements

- Competitive salary range of $60,000 to $80,000 annually
- Comprehensive health insurance (medical, dental, vision)
- Retirement savings plan with company matching
- Generous paid time off (PTO) and holiday schedule
- Flexible working hours and remote work options
- Professional development and training opportunities
- Tuition reimbursement program
- Employee wellness programs and resources
- Life and disability insurance
- Employee assistance programs (EAP)
- Career growth and advancement potential
- Performance-based bonuses
- Collaborative and inclusive work environment
- Company-sponsored social and team-building events
- Discount programs for various services and products
- Modern office facilities with ergonomic workstations
- Convenient location with accessible public transportation
- On-site fitness center or gym membership discounts
- Free beverages and snacks in the office
- Parental leave and family-friendly policies
- Recognition and reward programs for outstanding performance