Service Delivery Coordinator

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

Job summary

A tech consultancy in Toronto is seeking a Service Delivery Coordinator to enhance customer satisfaction for small to mid-size clients. This role involves coordinating tasks, supporting service delivery managers, and engaging with clients. The ideal candidate will have 3-5 years of experience, relevant project management training, and a bachelor's degree. Competitive salary and full-time position offered.

Qualifications

• 3 to 5 years of experience in a related field.
• Demonstrated success with leading teams on various assignments.

Responsibilities

• Complete tasks to increase customer satisfaction for small to mid-size clients.
• Basic reporting, problem ticket tracking, and client check-ins.
• Coordinate engineering teams and communicate with management.

Skills

Project Management Training (PMP and/or Prince2)

Service Management Training (ITIL)

Proficiency in Microsoft Excel

Proficiency in Microsoft Project

Interpersonal skills for team interaction

Education

Bachelor's Degree or equivalent

Tools

Microsoft Excel

Microsoft Project

Job description

This range is provided by OnX. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$55,000.00/yr - $75,000.00/yr

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)
• 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
• Typical professional office environment

Supervisory Responsibilities

• No Supervisory Responsibility

Seniority level

• Associate

Employment type

• Full-time

Job function

• Administrative
• IT Services and IT Consulting

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