Service Delivery Coordinator

Overview

To improve efficiency in order updates and manage the increasing complexity of order support for in-house staff by outsourcing standardized tasks to CallTek.

Process Scope

Outsourcing service delivery tasks, including order processing, provisioning support, and provider coordination.

Responsibilities

• Move pictures from Work Market to Smart Sheets
• Review and approve Work Market tickets for technician payments
• Follow up with technicians on overdue deliverables via the Work Market platform
• Follow up with technicians to ensure order completion via the Work Market platform
• Conduct 24-hour follow-ups with technicians to confirm they are on schedule
• Assign technicians to work orders
• Commission completed sites using the Work Bench Tool
• Update Smart Sheets with tracking information from SAP reports
• Update Smart Sheet questions and statuses based on Work Market reports
• Answer provisioning hotline and handle incoming provider tech calls for order updates or closures
• Transfer calls outside scope to the provisioning team
• Place orders with providers from the SAP queue (routed to CallTek daily)
• Close orders with providers from the SAP queue (routed to CallTek daily)
• Provisioning moves orders to CallTek's SAP queue for closure
• CallTek follows the SageNet process to close orders
• Validating the provider schedule via call or online order portal
• Confirming whether the order is already closed
• Capturing provider tech notes from the portal or provider communications
• Confirming installation with the customer POC as outlined in the customer's KB page
• Performing QC checks using the QC checklist
• Updating the short text description field in SAP to indicate order completion
• Closing remaining tasks on the order
• First touch by CallTek within 4 business hours
• Goal to close all orders within 16 business hours

ServiceNow (SNOW) Tasks

• Monitor provisioning SNOW cases and incidents three times daily and route accordingly
• Obtain required details for SNOW ticket requests
• Complete SNOW tickets within 48 hours of receipt

UCASS Tasks

• Receive UCASS port requests
• Submit requests for ordering and porting numbers to the GoTo platform
• Route completed tasks to the UCASS SME for validation and finalization

Prequalification Tasks

• Receive quote requests from the internal team
• Review quotes to determine the best product
• Submit ISP requests via portal, email, phone call, or ConnectBase
• Complete and return the quote via spreadsheet or email to the telecom contract analyst or manager
• Turnaround Time: Standard quotes 5 business days; Large quotes up to 15 business days

Onboarding Timelines

• Onboard as a separate activity after an evaluation period of at least six months on order closing activities

Systems Access Requirements

• Access SAP, Teams, and Provider Portals for Comcast, Cox, CenturyLink (IMA, Ease, Remote Control), Spectrum, Frontier, Verizon, AT&T PE, Suddenlink, GTT, Winds

Process Exceptions and Escalation

• If an order cannot be closed within 16 business hours, escalate to the provisioning team
• If unresolved within 24 business hours, the order should be returned to the provisioning queue for further handling
• Orders with technical issues (e.g., modem installed incorrectly, missing modem, required demarcation extension) should be sent back to SageNet's provisioning team for correction

Controls and Measures

• Service delivery training documentation
• Process documents and work instructions

Qualifications

• Strong organizational and time management skills
• Excellent written and verbal communication skills
• Ability to work independently and prioritize tasks efficiently
• Strong multitasking and problem-solving skills
• Persuasive communication to engage end users and provider contacts
• Attention to detail with a commitment to accuracy
• Technical aptitude to understand service and provider nuances (e.g., IP addresses, modem settings)
• Proficiency in web-based research and information retrieval
• Previous telecom experience, preferably in broadband services, and previous project management experience are preferred

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