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Job Details
Service Delivery Coordinator
Do you enjoy coordinating support teams and ensuring service excellence across multiple channels?
Are you driven by SLA compliance, performance metrics, and continuous service improvement?
Do you thrive in roles that require coordination, visibility, and strong client interaction?
If so, this could be the role for you.
We are seeking a Service Delivery Coordinator to supervise and coordinate support operations across Service Desk, Onsite Support, and IMAC teams. This role ensures SLA compliance, service quality, operational alignment, and effective communication between teams and clients within a Managed Operations model.
What you'll do
Supervise and coordinate the daily operations of support teams (Service Desk, Onsite Support, and IMAC).
Ensure compliance with SLAs, service metrics, and quality standards.
Monitor, track, and follow up on tickets using ITSM tools.
Generate performance, trend, and service quality reports.
Coordinate internal training sessions and updates to operational procedures.
Document solutions in the knowledge base and ensure end-to-end traceability.
Validate client requirements, scope, and delivery timelines.
Supervise compliance with corporate policies and operational guidelines.
Ensure proper integration between service channels (onsite and remote) and supporting systems.