IT Service Delivery Coordinator

The IT Service Delivery Coordinator is responsible for ensuring the successful execution and completion of IT projects, service requests, support issues, and operational initiatives from start to finish. This role serves as the central point of coordination between clients, technicians, project teams, and management to ensure timely resolution of issues, exceptional customer satisfaction, and consistent service delivery.

The ideal candidate combines strong technical knowledge, project coordination skills, outstanding customer service, and the ability to make sound decisions while managing multiple priorities in a quick-paced IT environment.

Key ResponsibilitiesService Delivery & Ticket Management

- Monitor and coordinate daily IT support tickets, incidents, and service requests to ensure prompt resolution and adherence to service level agreements (SLAs).
- Track open issues and ensure appropriate follow-up until successful completion and client satisfaction.
- Escalate critical issues when necessary and coordinate resolution efforts between technical teams and clients.
- Ensure customer concerns are addressed professionally and efficiently.

Project Coordination & Execution

- Coordinate IT projects from initiation through completion, ensuring all tasks are completed accurately and on schedule.
- Work closely with technicians, engineers, and project teams to monitor progress and remove obstacles affecting project delivery.
- Ensure project milestones, deliverables, and deadlines are consistently met.
- Provide regular project updates to clients and internal stakeholders.

Team Coordination & Accountability

- Assign, track, and follow up on tasks assigned to technical staff and project resources.
- Ensure technicians complete assigned work, documentation, and required deliverables.
- Identify risks, delays, or resource constraints and proactively work toward solutions.
- Promote accountability and operational efficiency across the service delivery team.

Client Communication & Customer Experience

- Serve as the primary point of contact for clients regarding support issues, projects,



and service requests.
- Prepare detailed, professional, and client-focused communications throughout the lifecycle of projects and incidents.
- Maintain clear and consistent communication from issue initiation through final resolution.
- Build strong client relationships by delivering exceptional customer service and ensuring a positive customer experience.

Documentation & Process Management

- Ensure all project, service, support, and technical documentation is completed accurately and maintained appropriately.
- Create and update standard operating procedures, knowledge base articles, and client records.
- Maintain detailed notes regarding project status, support incidents, and customer communications.
- Support continuous improvement initiatives to enhance service delivery processes.

Problem Solving & Decision Making

- Utilize broad IT knowledge and experience to assist in troubleshooting complex issues and determining appropriate solutions.
- Assess situations quickly and make informed decisions that balance technical requirements with business needs.
- Assist technical teams in prioritizing work and resolving operational challenges.

Customer Complaint Resolution

- Manage customer concerns and service escalations professionally and effectively.
- De-escalate difficult situations while maintaining positive customer relationships.
- Identify root causes of customer dissatisfaction and coordinate corrective actions.
- Ensure all complaints are resolved with a focus on long-term customer success and retention.

QualificationsRequired Experience & Skills

- 7+ years of experience in IT service delivery, IT support, project coordination, or a related role.
- Strong understanding of IT infrastructure,



cloud services, networking, cybersecurity, and managed IT services.
- Experience coordinating technical teams and managing multiple projects simultaneously.
- Excellent organizational and time-management skills.
- Exceptional written and verbal communication abilities.
- Strong customer service and client relationship management skills.
- Proven ability to prioritize tasks and work effectively under pressure.
- Experience using ticketing systems, project management platforms, and documentation tools.
- Strong analytical and problem-solving abilities.

Preferred Qualifications

- Diploma or degree in Information Technology, Computer Science, Business Technology, or related field.
- ITIL Foundation certification or equivalent service management experience.
- Microsoft 365, Azure, networking, cybersecurity, or project management certifications are considered an asset.
- Experience working within a Managed Service Provider (MSP) environment is highly desirable.

Key Competencies

- Customer Service Excellence
- Service Delivery Management
- Project Coordination
- Technical Knowledge
- Problem Solving & Decision Making
- Communication & Relationship Building
- Conflict Resolution
- Time Management
- Professional Documentation
- Team Leadership & Accountability

Success Measures

The IT Service Delivery Coordinator will be measured on:

- Customer satisfaction and client retention.
- Timely resolution of tickets and service requests.
- Project completion rates and on-time delivery.
- Quality and accuracy of documentation.
- Effective communication with clients and stakeholders.
- Team accountability and operational efficiency.
- Successful handling of escalations and customer concerns.

This role plays a critical part in ensuring outstanding service delivery, operational excellence, and a superior customer experience across all IT support and project engagements.

Pay: $3,200.00-$4,200.00 per month

Benefits:

- Company events
- Extended health care
- On-site parking
- Paid time off

Work Location: In person

📌 IT Service Delivery Coordinator (Markham)
🏢 900Solutions
📍 Markham