Job description
We are looking for a Service Delivery Coordinator to oversee the day-to-day delivery of live IT services. You will play a critical role in ensuring service quality, resolving incidents, and supporting change and problem management activities across the organization.
Key Responsibilities
Service Operations & Delivery
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Coordinate daily delivery of all live service elements in line with agreed SLAs and contractual commitments.
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Maintain service quality and minimize risk throughout the service delivery lifecycle.
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Ensure timely and accurate service reporting, including detailed incident reports.
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Gather and report performance data against key indicators to drive continuous service improvement.
Incident, Problem & Change Management
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Contribute to incident, problem, and change management processes.
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Coordinate internal teams and third parties to resolve service issues quickly and effectively.
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Support problem and release management activities to maintain service stability.
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Conduct post-resolution reviews of critical incidents and follow up on corrective actions.
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Ensure quality of known error records and manage the service knowledge base.
Stakeholder Management
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Build and maintain strong relationships with operational peers and contract managers.
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Liaise with suppliers and vendor management teams for timely resolution of service-related issues.
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Influence stakeholders at all levels, including senior management, to align service outcomes.
Requirements
Education
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Master’s degree or equivalent (minimum 4 years of post-secondary education).
Experience
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Minimum 4 years of professional experience in IT service delivery.
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At least 2 years of hands-on experience in Incident, Change, Problem Management, or Project Management.
Certifications
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ITIL Foundation (v3 or newer) – mandatory.
Key Skills
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Strong people-management and communication abilities.
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Excellent planning, time management, and multitasking skills.
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Proven ability to manage priorities in fast-paced, high-stakes environments.
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Advanced knowledge of Microsoft tools (Excel, Project, Visio).
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Familiarity with ISO27001, NIST, and IT security best practices.
