
Senior Operations Coordinator
24 hours ago
Role: Service Delivery Specialist responsible for coordinating technical team activities and optimizing operational processes.
Responsibilities:
Team Coordination: Manage technical team workload, balance incident response and project delivery.
Project Management: Own budget tracking, cost management, and profitability analysis for assigned projects.
Performance Evaluation: Conduct technical team performance reviews and manage day-to-day employee relations.
Process Development: Create and maintain standard operating procedures for technical processes and escalation paths.
Quality Assurance: Ensure all technical work meets company standards before client delivery.
Escalation Management: Serve as primary escalation point for technical issues, involving DevOps or CTO based on issue type.
On-Call Coordination: Manage weekly on-call rotation schedule for after-hours emergency response (P1 and security incidents).
Operational Excellence: Partner with IT Technicians to optimize Thread AI chat system and routing logic, drive 80% ticket routing to outsourced Mission Control team across three departments (Triage & Dispatch, Technical Engineers, Project Team), and establish and enforce client documentation standards for Mission Control routing eligibility.
Client Interface: Provide regular status updates to Strategic Accounts Director and interface with Procurement Specialist and Finance on project billing, invoicing accuracy, and budget management.
Technical Skills: Proficiency in Microsoft Ecosystem, automation tools, and PSA systems, with strong technical writing skills for procedures, standards, and client communication.
Leadership Qualities: Ability to coordinate team activities without micromanaging, clear and professional communication with technical teams and account management, and analytical approach to operational challenges and process improvements.
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