Service Delivery Coordinator (WFH) I… at People Partners · Remote

This is a remote position.

Service Delivery Coordinator (Remote)

About PeoplePartners

• At PeoplePartners, great work starts with great people—and we’ve got the certification to back it up. As a Great Place to Work certified company, we’ve built a people-first culture where talented professionals can do meaningful work, build global experience, and keep growing without leaving home.
• You’ll collaborate with international clients, learn from experienced teams, and develop your career in an environment that values contribution, connection, and continuous learning. If you’re ready for a role where your skills are trusted and your growth matters, there’s a place for you here.

Role Overview

• Love being the person who brings order to a busy day? PeoplePartners is looking for an experienced Service Delivery Coordinator to work remotely with an Australian client in the managed IT services space.
• This isn’t a role where you simply watch a ticket queue. Reporting to the Operations Manager, you’ll be at the center of day-to-day service delivery—triaging tickets, coordinating technicians, managing priorities, protecting SLAs, and keeping clients informed.
• When everything feels urgent, you’re the calm person who works out what actually is.
• You’ll constantly balance what clients need, what SLAs require, and what the technical team can realistically deliver. Your job is to keep work moving—and spot potential problems before they turn into SLA breaches.

Key Responsibilities:

• Monitor and triage technical service tickets.
• Prioritize tickets based on urgency, impact, and SLA commitments.
• Schedule technical work based on technician skills and availability.
• Balance technician workloads and adjust schedules as priorities change.
• Identify SLA risks and take proactive action to prevent breaches.
• Coordinate technical escalations and follow-up actions.
• Maintain accurate ticket statuses, notes, and workflows.
• Communicate scheduling changes, delays, and expectations to clients.
• Provide the Operations Manager with visibility into team capacity and workload.
• Identify service delivery bottlenecks and recurring workflow issues.
• Improve runbooks, checklists, and service coordination processes.
• Support effective technician utilization and disciplined ticket management.

Requirements

**Required Qualifications (**Must-Have):

• 2+ years of relevant experience in service coordination, service delivery, or a fast-paced environment with competing priorities.
• Experience using PSA/service management platforms.
• Practical understanding of SLA-driven service delivery.
• Experience triaging and prioritising service tickets.
• Ability to coordinate workloads based on urgency, impact, skills, and availability.
• Ability to identify and proactively manage potential SLA breaches.
• Strong organisational and prioritisation skills.
• Clear communication skills with technical and non-technical stakeholders.
• Ability to remain calm and make decisions under pressure.
• Ability to professionally manage accountability, escalations, and changing priorities.

Preferred Qualifications:

• ConnectWise experience is highly regarded.
• Experience working in managed IT services.
• Experience improving service delivery workflows, runbooks, or checklists.

Why Join PeoplePartners

• A great role should give you more than a list of tasks. At PeoplePartners, you’ll join a Great Place to Work® certified culture built around people, opportunity, and meaningful professional growth.
• Enjoy the advantages of working from home while gaining valuable exposure to an Australian business and international ways of working. You’ll have opportunities to expand your skills, learn through real-world collaboration, participate in company learning and engagement activities, and build a career supported by a people-first team.
• This is an opportunity to take real ownership of service coordination and make a visible difference to how work gets delivered.
• If you can look at 40 open tickets, competing priorities, an overloaded technician, and an urgent client request and calmly work out what happens next, we’d love to hear from you. Apply through PeoplePartners and show us how you keep service delivery moving when the pressure is on.

Work Details

• Work Setup: Remote / Work from Home.
• Client: Australian managed IT services operation.
• Schedule: Monday to Friday.
• Hours: Day-shift (AEST).
• Reporting To: Operations Manager.

Benefits

• Permanent Work-from-home setup
• Company-provided equipment
• Secondary Wi-Fi Modem
• 21 Leave Credits Annually - Leave benefits begin on Day 1.
• 100% conversion of UNUSED leave credits
• HMO on Day 1
• 13th Month Pay
• Monthly Gift Voucher
• Milestone Tokens (Birthday/Anniversary/Christmas).
• A Life Beyond the Screen #WorkLifeBalance.
• Active employee engagements physically such as Christmas Party & Team Building, and virtual events such as town-hall with prizes.