Service Delivery Coordinator

Job Title
:
Service Delivery Coordinator / Product Deployment Coordinator
Department
:
Casino
Reports To
:
Director of Field Services
Status
:
Non-Exempt

WHO WE ARE
:
Headquartered in Greenville, North Carolina, with a dedicated game studio in Wilmington, Valicry represents a bold new chapter in gaming innovation. Formerly known as Grover Gaming, the rebrand reflects a renewed commitment to exploring what’s possible in land‑based gaming. As a developer and distributor of engaging electronic gaming experiences, the work is guided by clear mission, vision, and values, with a shared focus on being relational, excellent, and innovative.

There’s a FIGHTER mindset behind how things get done, showing up focused, taking ownership, working as a team, and pushing for better outcomes every day. Collaboration, creativity, and long‑term partnerships are central. It’s an industry that never stands still, and there’s genuine excitement about building what’s next as we enjoy the journey together.

The Service Delivery Coordinator (SDC) is responsible for owning the post‑sales contract experience for assigned casino partners. This role serves as the primary point of contact for customers after the sales contract is signed and works closely with internal teams—including Sales, Operations, Service, and external vendors—to manage service delivery workflows, installations, removals, and ongoing support in a fast‑paced, highly regulated casino environment.

Success in this role requires strong relationship management, operational coordination, system discipline, and the ability to act decisively under pressure to ensure long‑term satisfaction, operational excellence, and customer retention.

• Serve as the primary point of contact for assigned casino customers post‑sales contract, fostering long‑term relationships through regular communication, timely updates, and responsive service.
• Proactively identify and address customer needs, concerns, and risks to ensure high satisfaction, retention, and loyalty.
• Act as a trusted advisor by understanding customer goals, operational challenges, and opportunities to maximize value from Valicry products and services.
• Communicate customer feedback, escalations, and follow‑ups to Sales and internal stakeholders in a timely manner.
• Coordinate and schedule all Valicry service activities at casino sites, including product installations, removals, and associated work.
• Define, document, and validate project scope including timetables and key milestones.
• Serve as the primary customer contact for scheduling services, with a strong understanding of manpower requirements, regulatory notifications, travel considerations, and service time frames.
• Proactively identify potential service delivery risks and take corrective action to prevent missed commitments; utilize risk register to document project risks, mitigation plans, and management escalations.
• Track and coordinate key internal process stage gates and milestones to ensure internal SLA’s and project deadlines are met.
• Document, track, and update customer preferences: bill acceptors, printers, player tracking equipment, locks, software versions, etc.

This Job Description is to be used as a guide for accomplishing Company objectives. The description incorporates the most typical duties performed and covers only the primary functions and responsibilities of the position. It is recognized that other related duties not specifically mentioned may also be performed. The inclusion of those duties would not alter the overall evaluation of this position.