Service Delivery & Project Coordinator

Role Overview

We are looking for someone to take ownership of the operational flow behind our customer services, product fulfillment, vendor purchasing, project coordination, and account follow-through.

This role is responsible for helping ensure that quotes are accurate, orders are placed correctly, shipments are tracked, inventory is received and processed, configurations and staging are completed, projects stay on track, deployments are coordinated, customers are followed up with, and vendor invoices are validated before they go to accounting.

This person will sit in the middle of many moving parts and help make sure nothing falls through the cracks.

This is not just an administrative role. This is a coordination, execution, follow-through, and process-building role for someone who can keep vendors, warehouse activity, internal teams, projects, customers, and accounting aligned.

Core Areas of Ownership

This role will own and coordinate work across:

-Account management and customer follow-up
-Project management and project coordination
-Vendor management
-Sourcing and pricing
-Quoting support
-Purchase orders and purchasing
-Hardware, software, license, and service ordering
-Shipment tracking and delivery coordination
-Warehouse and inventory coordination
-Staging, configuration, and programming follow-through
-Scheduling and coordination of deployments, installs, and go-lives
-Vendor order and invoice reconciliation
-Internal operational accountability and follow-through
-Documentation and systems accountability
-Action item management and operational accountability

Service Understanding Is Required

A critical part of this role is learning and understanding our service offerings, what makes up each service, what products, licensing, vendors, and internal work are required to deliver each one, and how those services should be quoted, ordered, fulfilled, and billed.

Without understanding our services, this person will not be able to:

-support accurate quotes
-order the right items
-validate license and vendor quantities
-ensure required components are included
-catch billing or fulfillment mistakes before they reach accounting or the customer

This person will be expected to learn the business well enough to act as an operational checkpoint between sales, vendors, warehouse, projects, service delivery, and accounting.

Documentation & Systems Accountability

A critical responsibility of this role is helping ensure that operational, customer, vendor, inventory, project, and service documentation remains accurate, complete, and up to date.

This person will not necessarily be responsible for creating all documentation themselves, but they will be responsible for helping ensure documentation exists, is maintained properly, and is updated when changes occur.

This includes documentation related to:

-Customer environments
-Service delivery processes
-Internal operational procedures
-Vendor information
-Licensing records
-Inventory records
-Asset tracking
-Project documentation
-Deployment records
-Order records
-System configurations
-Operational workflows

Responsibilities include:

-Helping ensure required documentation is completed and maintained
-Following up with technicians, engineers, project teams, vendors, and internal staff when documentation updates are needed
-Identifying documentation gaps and helping ensure they are addressed
-Helping build standards, templates, and processes that improve documentation quality and consistency
-Making sure documentation is updated as services, systems, projects, and operational processes change
-Helping ensure projects are not considered fully complete until required documentation has been finalized

Success in this area means that information is easier to find, projects are easier to support, customer environments are documented accurately, operational knowledge is retained, and fewer issues occur due to missing or outdated information.

Action Item Management & Operational Accountability

A critical responsibility of this role is ensuring that commitments, assignments, decisions, and action items do not get lost or forgotten.

This person will serve as the operational accountability coordinator for the organization by helping ensure that assigned work is documented, tracked, followed up on, completed, and escalated when necessary.

This includes action items originating from:

-Leadership discussions
-Internal meetings
-Customer meetings
-Vendor meetings
-Project discussions
-Emails
-Phone calls
-Operational reviews
-Strategic initiatives
-Department requests

Responsibilities include:

-Capturing and documenting action items when assigned
-Ensuring each action item has a clear owner, description, priority level, and target completion date
-Maintaining a centralized action item tracking system
-Following up with assigned owners regarding progress and status
-Sending recurring action item summaries and status requests
-Tracking overdue items and identifying blockers
-Helping remove obstacles by coordinating with other departments when needed
-Escalating repeatedly overdue, ignored, or stalled action items to leadership, operations, or human resources as appropriate
-Providing visibility into outstanding commitments and accountability across the organization
-Ensuring action items remain visible until completed rather than allowing them to disappear over time

The specific tools used for tracking may evolve over time and could include PSA platforms, project management systems, spreadsheets, operational software, or dedicated accountability platforms. Regardless of the tool used, ownership of the process remains with this role.

Success in this area means that commitments are documented, tracked, communicated, and completed, resulting in greater accountability, fewer missed tasks, and stronger operational execution throughout the organization.

Day-to-Day Responsibilities

This person will be responsible for things such as:

-Learning and understanding the company’s service offerings, product stack, vendors, licensing, and delivery requirements
-Supporting quoting by helping source products, pricing, licensing, and services accurately
-Making sure quotes align with what actually needs to be ordered and delivered
-Placing all required orders for customer needs, including hardware, software, licenses, and related services
-Placing internal company orders and executive purchasing requests as needed
-Creating and managing purchase orders
-Tracking vendor orders from placement through delivery
-Monitoring shipments and proactively communicating order status
-Notifying the warehouse when inbound items are arriving
-Ensuring the warehouse checks items in correctly and completely
-Making sure received items are matched back to the order and documented properly
-Ensuring any required staging, provisioning, configuration, programming, or prep work is completed after items are received
-Making sure customer orders are picked, packed, and shipped correctly and on time
-Coordinating with technicians, field personnel, partners, and agents for onsite installs, deployments, cutovers, and go-lives
-Running projects and helping ensure all operational pieces are moving according to plan
-Building and improving project templates, task lists, dependencies, and deadlines
-Following up internally to ensure assigned work is actually completed
-Keeping customers updated by phone and email as needed and checking in from time to time to maintain strong account communication
-Helping manage customer expectations around order timing, deployment timing, and project progress
-Reconciling vendor orders, received items, licenses, subscriptions, and invoices before accounting receives them
-Making sure accounting has validated, accurate information instead of having to guess whether quantities and charges are correct
-Identifying gaps, delays, errors, and missed items early and helping correct them
-Helping build better internal processes, tracking methods, templates, and operational workflows over time
-Helping ensure customer documentation, internal procedures, vendor information, inventory records, project records, and operational documentation remain accurate and current
-Following up with internal teams to ensure required documentation updates are completed
-Identifying documentation gaps and helping improve documentation standards and consistency
-Recording and tracking action items generated through meetings, emails, customer discussions, vendor communications, and leadership requests
-Maintaining ownership of the organization's action item tracking process
-Sending regular status requests, action item summaries, and accountability reports
-Following up on overdue or stalled action items and escalating when necessary
-Providing leadership with visibility into outstanding commitments and completion status

What Success Looks Like

Success in this role means:

-Quotes are more accurate and sent on time
-Orders are placed correctly and on time
-Pricing and sourcing are organized and dependable
-Shipments are tracked and communicated proactively
-The warehouse knows what is coming and checks items in properly
-Required staging, programming, and prep work get done before delivery
-Customer orders ship correctly and on time
-Projects have structure, timelines, and accountability
-Installs, deployments, and go-lives are coordinated smoothly
-Customers receive consistent communication and follow-up
-Vendor invoices are validated before they go to accounting
-Accounting receives clean, accurate information
-Fewer things fall through the cracks
-Operations become more organized, repeatable, and scalable over time
-Customer, project, inventory, vendor, and operational documentation remains accurate and current
-Documentation gaps are identified and corrected proactively
-Action items are documented and assigned consistently
-Team members know what they are responsible for and when it is due
-Overdue items are identified early and addressed appropriately
-Leadership has visibility into organizational commitments and progress
-Fewer tasks, commitments, and decisions are forgotten or abandoned
-The organization develops stronger accountability and follow-through

Requirements

What We Need in This Person

We need someone who can:

-Learn the business and understand how our services are built and delivered
-Keep track of many moving pieces at once
-Stay highly organized and detail-oriented
-Communicate clearly with customers, vendors, warehouse staff, technicians, partners, and leadership
-Follow through and make sure work gets completed
-Research products, pricing, vendors, licensing, and process options when needed
-Build structure, templates, and better workflows over time
-Spot gaps or inconsistencies before they become bigger problems
-Take direction on the desired outcome and turn that into operational execution
-Create and maintain organizational accountability around commitments and action items
-Drive follow-through by ensuring assigned work remains visible until completed
-Help ensure documentation remains accurate, complete, and current across operational areas
-Balance persistence and professionalism when following up with internal teams, customers, and vendors
-Escalate issues appropriately when commitments are repeatedly missed or ignored

Important to Understand About This Role

Our environment is still being improved, and not every process is fully built today. Because of that, this role is not just about following an existing system. It is also about creating better structure, accountability, and consistency in how work gets done.

This person will not be expected to define company strategy alone, but they will be expected to take direction, understand the intended outcome, research what is needed, build the workflow, and then own the coordination and execution required to make it work.

Benefits

TBD