Position Summary
- The Manager, Resource Coordination & Service Delivery is responsible for leading a team of customer-facing Resource Coordinators who manage the end-to-end execution of technical field service requests across multiple client accounts.
- This role provides operational leadership and oversight of resource scheduling, service request management, technical field service coordination, subcontractor engagement, customer communications, and service delivery performance.
- The manager is accountable for ensuring all client work requests are executed efficiently and in accordance with contractual SLAs, SLOs and customer requirements.
Team Leadership & Performance Management
- Provide leadership, coaching and development to Resource Coordinators.
- Establish performance expectations aligned with operational objectives.
- Monitor productivity, workload distribution, scheduling efficiency and service quality.
- Conduct reviews, coaching sessions and operational meetings.
- Promote accountability, ownership and customer satisfaction.
Customer Experience & Escalation Management
- Serve as escalation point for customer concerns and service delivery issues.
- Ensure timely and professional communication throughout service lifecycle.
- Implement recovery plans to prevent customer impact.
- Partner with account management and leadership teams.
Service Request & Field Resource Management
- Oversee ServiceNow service request lifecycle from assignment through closure.
- Coordinate internal field engineers and technical resources.
- Manage structured cabling, network infrastructure, installation, testing and troubleshooting activities.
- Monitor backlog, aging tickets and completion rates.
- Ensure documentation, reports and site photographs are completed.
SLA Compliance, Operational Metrics & Reporting
- Own performance against customer SLAs, SLOs and KPIs.
- Develop dashboards and reporting.
- Monitor SLA attainment, scheduling, backlog, productivity, utilization, quality and documentation metrics.
- Perform trend analysis and lead operational reviews.
Subcontractor & Vendor Management
- Oversee engagement and coordination of subcontractors.
- Monitor performance, compliance and cost efficiency.
- Review invoices and validate authorized work and deliverables.
Operational Excellence & Continuous Improvement
- Standardize processes and workflows.
- Improve ServiceNow automation and reporting.
- Support new customer implementations and operational transitions.
- Drive productivity, quality and cost improvements.
Required Qualifications
- Bachelor's degree or equivalent experience.
- 5+ years IT service delivery, field services or operations experience.
- 3+ years people management experience.
- ServiceNow or ITSM platform experience.
- Experience managing SLAs, KPIs and customer-facing teams.
- Vendor and subcontractor management experience.
Core Competencies
- Customer Relationship Management
- Analytical & Data-Driven Leadership
- People Leadership
- Operational Execution
- Critical Thinking & Problem Solving
- Financial Awareness
- Process Improvement
- Executive Communication
Preferred Qualifications
- Managed services or centralized resource coordination experience.
- ServiceNow reporting/dashboard experience.
- ITIL familiarity.
- Power BI or advanced Excel reporting expertise.
- Experience with distributed field resources and enterprise customers.
Measures of Success
- Achieve SLA/SLO commitments.
- Maintain customer satisfaction and reduce escalations.
- Improve coordinator productivity and accountability.
- Reduce scheduling delays and ticket backlog.
- Optimize internal resource utilization and subcontractor spend.
- Deliver accurate reporting and continuous improvement.
Overall Position Accountability
- Build and sustain a high-performing coordination organization that delivers a consistent, responsive, measurable, and professional customer experience while meeting operational, contractual, and financial objectives.
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Black Box Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Black Box and has not been reviewed or approved by Black Box.
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Healthcare Strength — Healthcare coverage is described as comprehensive, spanning medical and prescription drug coverage plus dental and vision plan options. Life and disability protections are also included, along with EAP and emergency travel assistance.
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Leave & Time Off Breadth — Time-off offerings are described as broad, including paid time off, company holidays, floating holidays, and multiple leave types such as jury duty and bereavement leave. Paid time off and benefits are also characterized as “good” in at least one recent account.
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Retirement Support — Retirement and tax-advantaged savings options include a 401(k), FSAs, and an HSA with company contributions. A company match is also cited in one instance, suggesting some employer support for retirement saving.
Black Box Insights
What We Do
Black Box is a global digital infrastructure integrator delivering network and system integration services and solutions, support services, and technology products to businesses in the United States, Europe, India, Asia Pacific, the Middle East, and Latin America and has around 4,000 professionals globally. Black Box has strong service offerings in network integration, digital connectivity infrastructure, data center build-out, modern workplace, and cybersecurity for businesses across various industries including financial services, technology, healthcare, retail, public services like airports; manufacturing, and other sectors.
