Senior Operations Coordinator

The Service Delivery Lead is a pivotal operational figure responsible for orchestrating technical team activities, optimizing our automation systems, and ensuring exceptional client service delivery while streamlining executive leadership's involvement.

This role plays a crucial part in building the operational backbone that enables our technical team to focus on execution while empowering strategic leadership to drive company growth. It's about architecting scalable processes that support our expansion from 12 to 20 employees.

• Technical Team Coordination & HR Management:
  
  • Balance technical team workload between incident response and project delivery to ensure seamless operations.
    
  • Manage budget tracking, cost management, and profitability analysis for assigned projects to maintain financial stability.
    
  • Conduct regular technical team performance reviews and manage day-to-day employee relations to foster a positive work environment.
    
  • Resolve technical team conflicts, develop professionals, and provide coaching to enhance skills and teamwork.
    
  • Ensure all technical work meets high standards before client delivery to maintain quality and reputation.
    
  • Act as primary escalation point for technical issues, involving DevOps or CTO based on issue type for swift resolution.
    
  • Coordinate the weekly on-call rotation schedule for after-hours emergency response (P1 and security incidents) to guarantee prompt attention.
  
  
• Automation Systems Optimization:
  
  • Partner with IT Technicians to optimize the Thread AI chat system and routing logic for improved efficiency and accuracy.
    
  • Drive 80% ticket routing to outsourced Mission Control teams across departments for streamlined operations.
    
  • Establish and enforce client documentation standards for Mission Control routing eligibility to ensure consistency and compliance.
    
  • Collaborate with DevOps teams on PSA system optimization, workflow automation, and integration enhancements for better resource allocation.
    
  • Develop intelligent routing criteria based on complexity and documentation status with DevOps teams for informed decision-making.
    
  • Work with DevOps teams to build HaloPSA dashboards for routing accuracy and performance analytics to track progress.
    
  • Test and implement Thread's upcoming Dispatch Agent when released to stay ahead of technological advancements.
  
  
• Client Interface & Financial Management:
  
  • Provide regular status updates to Strategic Accounts Directors to maintain transparency and trust.
    
  • Interface with Procurement Specialists and Finance on project billing, invoicing accuracy, and budget management for accurate financial planning.
    
  • Coordinate project schedules with equipment procurement and resource availability to meet deadlines.
    
  • Handle technical coordination during incidents while account teams manage client relationships for seamless communication.
    
  • Offer technical input for quotes to achieve quick responses (24-48 hours) and enhanced customer satisfaction.
    
  • Track project costs, approve scope changes, and escalate major budget variances to CTO for timely intervention.
    
  • Ensure client environment documentation supports Mission Control routing and service delivery excellence for long-term success.
  
  
• Process Development & Team Integration:
  
  • Create and maintain standard operating procedures for technical processes and escalation paths to streamline operations.
    
  • Collaborate with DevOps teams on implementing tracking systems for key performance indicators to measure progress.
    
  • Identify bottlenecks and implement process optimizations across service delivery operations to improve efficiency.
    
  • Collaborate with DevOps teams on technical escalations, security issues, and advanced tool support for comprehensive solutions.
    
  • Train team members as backup service coordinators for basic operational continuity and reduced downtime.
    
  • Ensure seamless integration between technical teams, DevOps specialists, and Mission Control operations for cohesive service delivery.