Senior Service Coordinator / Service Delivery Manager

Location: Midtown Toronto, ON

Work Arrangement: Primarily office-based with flexibility for remote work and regular client-site visits

Job Type: Full-Time, Permanent

Salary: $85,000 – $100,000 per year, based on experience and qualifications

Bonus: Up to 10% annual performance-based bonus

About the Role

Our client is a growing managed IT and cybersecurity services organization supporting professional services, legal, commercial real estate, and property management clients across North America.

They are seeking a Senior Service Coordinator / Service Delivery Manager to play a critical role in coordinating service delivery across a diverse client portfolio while serving as the key bridge between senior leadership, technical teams, clients, and third-party vendors.

This is a senior service-management position for someone who combines strong organizational and client-service skills with genuine technical aptitude. The successful candidate will oversee service requests, ticket and project coordination, SLA performance, documentation, reporting, process improvement, and vendor relationships.

The role spans both traditional managed IT services and managed building technology environments, including operational technology (OT) across multi-building commercial properties.

Key Responsibilities

Managed IT Service Coordination

- Manage service requests and tickets, ensuring timely and effective delivery of IT services to clients.

- Coordinate service schedules between clients, technical staff, and third-party vendors.

- Monitor open tickets, project tasks, timelines, and deliverables to ensure SLAs are consistently met.

- Coordinate project timelines, milestones, and deliverables across client engagements, including onboarding, transitions, and infrastructure projects.

- Provide clients with training and support on service delivery tools and systems.

- Ensure compliance with established service delivery policies, procedures, and standards.

Building Technology & Vendor Coordination

- Coordinate service delivery across a portfolio of multi-building commercial properties, including operational technology (OT) environments.

- Coordinate third-party vendors supporting building systems, including onboarding, access requests, scheduling, and vendor-performed work.

- Track service, project, and vendor activity across individual properties and maintain consistent documentation and reporting.

- Work closely with property management stakeholders regarding scheduling, escalations, service updates, and operational requirements.

Leadership Liaison & Reporting

- Act as the day-to-day liaison between senior leadership and the technical team.

- Translate leadership priorities into clear, actionable direction for technical staff.

- Identify and communicate risks, challenges, and potential service-delivery issues to leadership.

- Report on service delivery metrics, client feedback, performance trends, and areas requiring attention.

- Collaborate with leadership to develop and implement strategies that improve service quality, efficiency,



and client satisfaction.

- Generate and maintain reports related to SLA adherence, service performance, and operational trends.

Documentation, Quality & Process Improvement

- Maintain accurate and detailed documentation across tickets, projects, processes, and client environments.

- Audit documentation quality and consistency across the technical team.

- Identify opportunities to improve service delivery processes, efficiency, and operational effectiveness.

- Participate in quality assurance and continuous service improvement initiatives.

- Monitor and manage service delivery costs to ensure services remain within budget.

- Research and recommend new tools, systems, and technologies that can enhance service delivery.

- Maintain a high level of customer satisfaction through timely, responsive, and professional communication.

- Engage directly with C-level and executive client stakeholders when required.

- Participate in an after-hours on-call rotation for critical service needs.

Ideal Candidate

The ideal candidate is highly organized, detail-oriented, and comfortable managing multiple priorities across a varied client portfolio. They possess excellent communication and interpersonal skills and can effectively coordinate between clients, technical teams, leadership, and external vendors.

This individual should be comfortable working with senior and C-level stakeholders and have the confidence to translate technical information into clear business-focused communication.

Strong problem-solving abilities, attention to detail, adaptability, and a customer-first mindset are essential. Most importantly, this is not a purely administrative service-coordination role. The successful candidate must bring hands-on Level 1 technical experience and genuine technical aptitude, including exposure to building management systems and processes.

Requirements

2–3+ years of experience in customer service, service coordination, technical support, or a similar role, preferably within an IT or MSP workplace.

Minimum Level 1 hands-on technical experience.

Direct hands-on experience with an RMM and PSA platform used for service delivery, ticketing, SLA management, and reporting.

Experience with HaloPSA and/or NinjaOne is a strong asset; AutoTask, ConnectWise, or similar platforms will also be considered.

Experience with the configuration, administration, or implementation of an RMM/PSA platform is a strong plus.

Knowledge of IT service management frameworks such as ITIL, NIST/CIS, COBIT, or ISO/IEC 20000.

Familiarity with network infrastructure, operating systems, virtualization, and cloud technologies.

Demonstrated project coordination or project management experience,



including managing multi-stakeholder projects from kickoff through completion.

Experience coordinating third-party vendors and managing vendor access/onboarding is a strong asset.

Genuine technical aptitude with the ability to understand and communicate technical concepts effectively to both clients and technical staff.

Experience with building management systems, operational technology, or commercial property environments is an asset.

Strong analytical, organizational, and time-management skills.

Excellent client-facing communication skills, including the ability to interact confidently with C-level and executive stakeholders.

Ability to work effectively under pressure and meet deadlines in a fast-paced environment.

Strong problem-solving skills and a proactive approach to resolving service delivery issues.

Ability to think strategically while also executing tactical initiatives.

Must be based in the GTA with reliable personal transportation for regular client-site travel.

Must be available to participate in an after-hours on-call rotation when required.

Must successfully complete a criminal background check before employment.

Benefits

- $85,000 – $100,000 base salary

- Annual performance bonus of up to 10%

- Comprehensive health, vision, and dental benefits, including family coverage

- Three weeks of paid vacation to start

- Additional vacation entitlement based on tenure

- Employer-supported professional development and training

- Access to industry certifications, conferences, and professional memberships

- Ongoing coaching and career development opportunities

- Flexible remote work options alongside office and client-site requirements

- Free nearby parking

- Company-provided laptop and required business tools

- Mileage reimbursement for approved business travel

- Cooperative, team-oriented environment with direct access to senior leadership

Why Join?

This is an opportunity to take on a highly visible service-delivery role within a growing managed IT and cybersecurity organization.

You will work across a diverse client portfolio, including professional services, legal, commercial real estate, and property management environments. The role provides the prospect to influence service delivery processes, work directly with leadership, mentor and coordinate technical teams, manage client relationships, and contribute to the organization's continued growth.

There is also a clear opportunity for career progression as responsibilities expand, with a potential path toward Service Manager or Team Lead as the organization continues to grow.

Growth Opportunities

Success in this role can lead to increased responsibility across service delivery, including:

- Taking ownership of larger and more complex client projects.

- Developing deeper expertise with RMM, PSA, ticketing, and documentation platforms.

- Consistently exceeding service delivery metrics, including customer satisfaction, response times, and resolution times.

- Taking on team leadership and broader operational responsibilities.

- Progressing toward a Service Manager or Team Lead position.

📌 Senior Service Coordinator / Service Delivery Manager (Davisville Village)
🏢 Go2STAFFING
📍 Davisville Village