Service Delivery Coordinator (Technology & Physical Security)

Job Description

Job Description

Service Delivery Coordinator (Technology & Physical Security) Overview :

We are seeking a Service Delivery Coordinator to join our growing Managed Services Provider (MSP) team.

This role is ideal for someone who thrives at the intersection of service coordination and project management.

You will manage day-to-day service requests, break / fix issues and client-driven needs, while also ensuring effective scheduling, accountability, and performance of field service technicians.

This position requires handling client-facing responsibilities by ensuring service quality, clear communication, timely response, coordinating field resources and overseeing project-related deliverables.

The successful candidate will be proactive, organized, and able to align service delivery with client expectations while supporting ongoing project goals.

Service Delivery Coordinator (Technology & Physical Security) Responsibilities :

Act as the primary point of contact for clients regarding service requests, escalations, and updates.

Coordinate and dispatch field service technicians, ensuring resources are effectively scheduled and tasks are executed.

Maintain accountability for field technicians : provide direction, monitor performance, and enforce adherence to service standards through direct coaching and 1on1 meetings.

Manage project-related responsibilities including invoicing, procurement coordination, and scope management.

Pre-process and prioritize incoming service requests from multiple channels (email, ticketing system, client calls).

Track resource schedules and ensure timely and accurate time entry for service requests.

Keep clients informed with regular updates, including progress reports, change notifications, and outage communications.

Partner with the Service Delivery Manager to improve efficiency, utilization, and service delivery outcomes.

Service Delivery Coordinator (Technology & Physical Security) Qualifications :

Prior experience in service coordination, project management, or operations management within a Managed Services Provider (MSP) or technology services environment is preferred.

Understanding of physical security systems / services and break / fix support processes preferred.

Strong interpersonal and communication skills, with the ability to build and maintain professional client relationships.

Demonstrated leadership skills : ability to direct, motivate, and hold field staff accountable.

Strong organizational skills with the ability to manage competing priorities in a fast-paced environment.

Technical awareness : ability to assess service requests and assign appropriate resources.

Self-motivated, resourceful, and capable of thriving in a dynamic environment.

Familiarity with basic IT and operating system concepts is a plus.

About K Group Companies

K Group is a locally owned and operated technology service provider that was established in Grand Rapids, MI in 1980. We proudly serve clients across the United States, while remaining especially focused on our home state of Michigan. Our expertise spans a wide spectrum of technologies and services, ensuring that we deliver exceptional solutions at the highest level of quality. Rooted in principles of excellence and creativity, our culture is dedicated to fostering collaboration, innovation, and inclusivity.

Why Work Here?

“Great, focused, team environment.”

For more than 40 years, K Group Companies has been one of West Michigan’s premier technology providers. From Managed IT services to physical security integration, our team has established itself as a known, trusted advisor to our community.

As a local, 3rd generation family-owned business, we pride ourselves in reliable, intentional, and committed relationships with our customers – and each other!

Whether we are helping customers secure their environment, beating each other at Mario Kart in our Team Zone arcade, or grabbing lunch at our local BBQ restaurant, we delight in collaboration and making a difference as a team. We truly believe that we are better together!

Compensation and Benefits

• Competitive base salary based on experience
• Bonus and commission programs
• Paid Time Off (PTO)
• Volunteer Paid Time Off (VTO)
• 100% employer paid family health insurance premium
• 100% employer paid disability insurance
• 100% employer paid dental & vision insurance
• 401k with Safe Harbor contributions from company annually
• Profit sharing opportunities