Roboyo AI is a category shaper in Applied AI and Agentic Automation.
We help leading enterprises move from automation projects and AI experiments into governed, production-grade systems that execute real work across workflows, processes, products and services.
Our heritage is in scaled enterprise automation; our future is Applied AI and Agentic Automation: autonomous agents, AI engineering squads, process orchestration, data and knowledge foundations, and human-in-the-loop governance embedded deeply into how our clients operate.
We are not here to sell AI theatre. The Service Delivery Coordinator is responsible for the real-time operational execution of managed services during their assigned shifts. Acting as a shift-level leader and first escalation point during extended hours shifts, the SDC ensures consistent service delivery, adherence to SLAs, and high-quality support outcomes. They bridge the gap between engineering rigor and operational continuity by directly resolving L2 requests, guiding L1 agents, and ensuring quality across shift activities.
General:



Shift-Level SLA Compliance: Ensure all service level commitments are met during active shifts, measured through SLA conformance and customer satisfaction (CSAT/NPS).
Ticket Flow Management: Oversee ticket dashboards, assigning and escalating requests appropriately to prevent SLA breaches.
Maintain accurate, timely documentation and visibility of work progress within the service management system.
Shift Oversight and Incident Management
Track escalation timelines and ensure tickets are elevated to the appropriate service level (L2 to L3) when required.
Team Support and Coordination
Ensure extended hours team is consistently monitoring and responding to incidents or service requests during their scheduled working hours.
Coordinate with the Managers and Leads during shift handover to identify any tasks the team should be working on while there is no incident or service request work to do and then direct team mem

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