Service Delivery Coordinator

OnX; Toronto; On-site; CAD 55,000 - 75,000; Full time

Job summary

A leading technology company is looking for a Service Delivery Coordinator in Toronto. The ideal candidate will have 3 to 5 years of experience in project management, proficiency in Microsoft Excel, and a Bachelor's Degree. This full-time position will focus on enhancing customer satisfaction for small to mid-size clients and supporting various internal initiatives. The salary ranges from $55,000 to $75,000.

Qualifications

• 3 to 5 years of experience in project management or analytics.
• Demonstrated success with leading teams on various assignments.

Responsibilities

• Complete various tasks that enhance customer satisfaction.
• Support strategic accounts and coordination of project work items.
• Drive internal initiatives to enhance customer experience.

Skills

Customer Service

Project Coordination

Organizational skills

Basic Math

Proficiency in Microsoft Excel

Service Management Training (ITIL)

Education

Bachelor's Degree or equivalent

Tools

Microsoft Project

Job description

Job Purpose

The primary role of the Service Delivery Coordinator will be to provide a small number of tasks to a large set of clients. Additionally the role will support the Service Delivery Managers and Enterprise Service Delivery Managers who will provide mentoring for career pathing within the Service Delivery Management department.

Essential Functions

• Complete various tasks that increase overall customer satisfaction on small to mid-size clients 70%
• Basic reporting, problem ticket tracking, issue escalation, client check‑ins, identification of new sales opportunities, incident management, liaison (communication only), training coordination, change schedule tracking, root cause analysis, delivery, customer voice to operations, project request tracking. Support strategic accounts for the Service Delivery Managers and Enterprise Service Delivery Managers - 20%
• Coordinate engineering teams across Practices for completion of project work items. Communicate with customer and operations management to negotiate time and effort windows. Escalate to appropriate parties on critical path items at risk. Update customer and internal resources on weekly engagement meetings. Host meetings and substitute for SDM or ESDM when they are unavailable. Work with the Director of Service Delivery on internal improvement initiatives - 10%
• Assist in driving internal initiatives with Operations that enhance the overall customer experience. Lead teams created to identify and improve areas that negatively impact customer satisfaction.

Experience

• 3 to 5 years of experience
• Project Management and/or analytics
• Demonstrated success with leading teams on various assignments

Education

Four years of College resulting in a Bachelors Degree or equivalent.

Special Knowledge, Skills and Abilities

• Project Management Training (PMP and/or Prince2)
• Service Management Training (ITIL)
• Proficiency in Microsoft Excel and Project
• Demonstrated ability to interact comfortably with both technical and business‑oriented professionals
• Understanding of basic analysis and data analytics in Microsoft Excel

Work Environment

Typical professional office environment.

Supervisory Responsibilities

No Supervisory Responsibility.

Due to U.S. Government requirements applicable to foreign‑owned telecommunications providers non‑US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.

Key Skills

• Forklift
• Customer Service
• Organizational skills
• Basic Math
• Dealership Experience
• Laundry
• SyteLine
• Warehouse Experience
• Dispatching
• Personal Injury Law
• Translation
• Project Coordination

Other Details

• Employment Type : Full-Time
• Experience : years
• Vacancy : 1
• Yearly Salary: 55000 - 75000