Job Description

Mainstream is the leading provider of cloud solutions, hosting, and managed services in Southeast Europe. We are pioneers in the local cloud computing market, with a 15-year track record of delivering successful cloud transformations.

We are now looking for a Service Delivery Coordinator to strengthen our Operations Center team.

This role adds value to our clients and team members by coordinating end-to-end ticket and SLA performance, driving analytics and proactive operational improvements, and ensuring efficient cross-team service delivery in our 24/7 Operations Center.

Main focus of the role:

• Monitoring incoming tickets, defining and adjusting priorities based on business impact and urgency, and assigning them to the appropriate teams

• Tracking the end-to-end ticket lifecycle from creation to final resolution, including cross-team coordination

• Acting as the first escalation point within the Operations Center and initiating escalation procedures in case of SLA risks or operational blockers

• Overseeing service delivery performance in accordance with defined SLAs and quality standards, monitoring key KPIs, and initiating corrective actions when needed

• Ensuring proper closure of resolved tickets and maintaining structured client communication throughout the resolution process

• Actively communicating with the Sales team and providing timely operational insights to support business communication

• Reviewing and validating daily shift handovers to ensure operational continuity

• Monitoring workload distribution and supporting optimal resource allocation across operational teams

• Managing the problem lifecycle in the problem management database and maintaining the knowledge management database

• Verifying the accuracy of time entries in the time-tracking tool

• Analyzing performance data, driving operational improvements, and utilizing AI and innovative technologies to enhance Operations Center efficiency

• Performing other relevant operational coordination tasks as assigned by the Team Lead

Requirements

• Higher education in technology, organizational sciences, or relevant fields

• Minimum 4 years of experience in service delivery, operations coordination, NOC, customer support, or incident/ticket management

• Solid understanding of IT infrastructure, systems, and common operational incident types

• Ability to interpret technical information and assess incident impact and urgency

• Strong understanding of SLA-driven environments and operational workflows

• Advanced computer skills and strong organizational abilities

• ITIL certification is considered an advantage

• Strong prioritization, analytical, and multitasking skills with high attention to detail

• Professional level of English

• Strong stakeholder management and cross-functional coordination skills

• Customer-oriented mindset with strong service delivery focus

• Reliable, accountable, and proactive team player