Service Delivery Coordinator - Managed Services and Managed Security Services

Location: Remote (United States)

Department: Managed Services

Job Description

The Service Delivery Coordinator supports the delivery of managed services (MSP) and managed security services (MSSP) across an assigned portfolio of client accounts. This role is execution-focused, responsible for the day-to-day service coordination activities that keep client communications and service tracking running smoothly: monitoring ticket and security alert activity, tracking open requests, facilitating client communications, and ensuring service activities are progressing in line with service level objectives.

The Service Delivery Coordinator also works alongside Service Delivery Managers on larger accounts, handling operational support tasks that allow the manager to focus on higher-complexity coordination and communication work. On MSSP accounts, this extends to coordinating around security operations activity (SIEM alerting, vulnerability and penetration scan cycles, security audits, and remediation tracking) in partnership with the cybersecurity engineering team. This role develops deep familiarity with client environments, security posture, and internal service delivery processes.

Key Responsibilities

• Serve as the primary day-to-day service contact for an assigned portfolio of managed services and managed security services clients, managing routine communications and ensuring service activity is tracked and progressing.
• Conduct regular check-in calls and service touchpoints with assigned clients, maintaining visibility into open items, client satisfaction, and upcoming needs.
• Prepare and distribute standard service reports for assigned accounts, including ticket summaries, service level objective performance, security activity summaries, and open action item tracking.
• Monitor ticket and security alert queues, ensuring open incidents, service requests, and security events are progressing appropriately and flagging items at risk of missing service level objectives.
• Coordinate recurring security service activities across assigned MSSP accounts, including vulnerability scan and penetration test cycles, tracking scheduling, completion, and delivery of results to clients.
• Track security findings and remediation items through to closure, following up with clients and internal engineers on outstanding vulnerabilities, patching, and remediation actions.
• Monitor SIEM and security alert activity for assigned accounts, ensuring notable events are triaged, escalated to the appropriate security engineers, and communicated to clients in line with agreed procedures.
• Support security audit and compliance activities by gathering evidence, tracking control status, and coordinating documentation requests between clients and the cybersecurity team.
• Track and follow up on outstanding client requests, coordinating with the service desk, engineering, and cybersecurity teams to drive timely resolution.
• Support client onboarding activities for assigned accounts, ensuring documentation is completed and service delivery is established per the contract.
• Assist with preparation of materials for monthly, quarterly, and annual business reviews, including service performance summaries, ticket and security trend data, and open action item tracking.
• Provide operational support on accounts that require additional coordination, including ticket monitoring, action item tracking, and internal follow-up.
• Communicate service updates, incident status, and resolution summaries to clients as directed.
• Assist with coordinating internal resources for scheduled maintenance, change requests, and project activities affecting assigned client accounts.
• Maintain accurate and up-to-date records of client interactions, open items, and service activity within internal systems.
• Identify recurring issues or patterns within client environments and surface them to the appropriate team or engineer for review and resolution.
• Contribute to documentation and improvement of service delivery workflows and client-facing procedures.
• Support escalation activities by gathering relevant context, ticket history, and client communication records to enable faster resolution by senior team members.

Qualifications

• 2 to 4 years of experience in IT service coordination, account support, service desk operations, or a related client-facing IT role.
• Experience working in a Managed Service Provider (MSP) or Managed Security Service Provider (MSSP) environment preferred.
• Working familiarity with core cybersecurity concepts and terminology (SIEM, MDR, patching, vulnerability scanning, penetration testing, security audits, and remediation), sufficient to coordinate security service activity and communicate clearly with clients and security engineers.
• Familiarity with ITIL-based service management concepts and ticketing platforms (Jira Service Management, , or similar).
• Strong organizational skills with the ability to manage multiple open items and client priorities simultaneously without losing track of details.
• Clear, professional communication skills (written and verbal), with comfort in client-facing interactions.
• A service-oriented mindset with a proactive approach to follow-through and issue resolution.
• Basic understanding of IT infrastructure and security concepts sufficient to communicate effectively with clients and internal engineering teams about common service topics.

Preferred Qualifications

• Experience coordinating or supporting cybersecurity or MSSP service delivery (security monitoring, vulnerability management, or incident response).
• Hands-on exposure to security tooling such as SIEM platforms (Rapid7 InsightIDR, Microsoft Sentinel, or similar), vulnerability management tools (Rapid7, Tenable, or similar), or endpoint detection and response platforms (CrowdStrike, SentinelOne, or similar).
• Security certification or interest in pursuing one (CompTIA Security+, or similar).
• ITIL Foundation certification or interest in pursuing it.
• Experience preparing client-facing reports or service documentation.
• Familiarity with RMM platforms and how managed services are delivered operationally.
• Bachelors degree in Information Technology, Cybersecurity, Business, or a related field, or equivalent experience.

Work Environment & Physical Requirements

• Ability to sit and work at a computer for extended periods (e.g., several hours at a time).

• Requires regular use of a computer, keyboard, mouse, and other standard office equipment.

• Ability to communicate effectively via phone, Slack, email, and video conferencing tools.

• Must maintain a safe and ergonomic home workspace, with a stable and fast internet connection.

Benefits

We offer a comprehensive benefits package which may include:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401(k) retirement plan with company match (annual dollar cap applied)
• Flexible time off plan
• 15 paid holidays
• Sick leave (amount varies by state requirements and is at least the minimum required by any state)
• Short-term and long-term disability
• Life insurance
• Paid parental leave

We’re an Equal Opportunity and Affirmative Action Employer and welcome applicants from all backgrounds. We consider qualified candidates without regard to any legally protected status. This role is subject to applicable employment laws based on work location. In compliance with pay transparency laws, the compensation range for this role is included, with final pay based on experience, skills, and location. We participate in E-Verify to confirm employment eligibility and are happy to provide reasonable accommodations throughout the hiring process—just let us know how we can help.

About the Company

About Redesign Group

The Redesign Group is a global technology and cybersecurity Solution Provider leveraging design thinking, interdependent subject matter expertise, and emerging technology solutions to help organizations achieve meaningful transformation. Our globally diverse team members, partnerships with strategic technology manufacturers, and cybersecurity services position us to be a business partner that’s ready for what’s next.

We live by our core values of operating in the service of others, being problem solvers, and focusing on long term partnerships. You’ll excel at Redesign if you thrive in a rewarding environment that moves quickly, challenges you to grow and fosters collaboration. We seek candidates with a hands-on customer-first approach, robust interpersonal and communication skills, strong work ethic and excellent time management. While teamwork is expected, the ability to work independently in a fast-paced environment is crucial.