Service Delivery Coordinator

CBTS; Toronto; Remote; CAD 77,000 - 106,000; Full time

Job summary

A leading technology service provider is seeking a Service Delivery Coordinator in Toronto, Ontario. This role involves supporting clients by enhancing customer satisfaction, managing reports, and coordinating with engineering teams. The ideal candidate has 3 to 5 years' experience and a Bachelor's degree. The competitive salary range is $55,000 - $75,000 USD annually with remote options.

Qualifications

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

Responsibilities

• Increase customer satisfaction for small to mid-size clients.
• Support Service Delivery Managers with reporting and tracking.
• Communicate with engineering teams for project completions.

Skills

Project Management Training (PMP and/or Prince2)

Proficiency in Microsoft Excel

Ability to interact with technical and business professionals

Understanding of analysis and data analytics

Education

Bachelor's Degree or equivalent

Tools

Microsoft Project

Job description

OnX is a leading technology solution provider that serves businesses, healthcare organizations, and government agencies across Canada. OnX combines deep technical expertise with a full suite of flexible technology solutions—including Generative AI, Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, OnX delivers comprehensive technology solutions for its clients’ transformative business initiatives. For more information, please visit www.onx.com.

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 Bachelor's Degree or equivalent

Special Knowledge, Skills, and Abilities

• Project Management Training (PMP and/or Prince2)
• 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
• 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.

The pay range for this role is:

55,000 - 75,000 USD per year (Remote (Toronto, Ontario, CA))