Service Delivery Coordinator

Job Description

The Service Delivery Coordinator (SDC) is the operational backbone of IT service delivery. It ensures the flow, visibility, and coordination of IT requests across the organization.

As the primary interface between HR, Project Management, and IT support teams, the SDC drives alignment, monitors service health, and ensures requests are delivered within SLA targets.

The role does not manage staff, assign tasks, or resolve tickets. It focuses on orchestration, prioritization, bottleneck mitigation, and performance visibility across the service lifecycle.

Main responsibilities:

Operational Coordination & Interface

• Act as the primary interface between HR, Project Management, and the Service Desk.
• Align Service Desk capacity with project and BAU demands.
• Coordinate escalations across Tier 2/3 teams (e.g., Networking, Pipeline, Cybersecurity).
• Drive ticket progression through proactive follow-ups with stakeholders.
• Ensure clear, professional, and timely communication with end users to maintain strong client service and manage expectations throughout the service lifecycle.

SLA, Queue, and JML Oversight

• Oversee Joiners, Movers, and Leavers (JML) demand and capacity.
• Monitor ticket queues to ensure accurate categorization and prioritization.
• Track SLA performance and proactively flag at-risk tickets.
• Ensure escalation workflows are followed to prevent bottlenecks.

Reporting and Insights

• Analyze service trends, recurring issues, and process inefficiencies.
• Report KPIs, risks, and performance metrics to the Head of IT.
• Provide actionable insights on volume, resolution time, and SLA adherence.
• Monitor IT equipment and supply inventory levels, proactively flag low inventory, and participate in the purchasing and replenishment process.

Knowledge and Quality Enablement

• Oversee the IT knowledge base lifecycle (creation, updates, governance).
• Ensure documentation quality and process consistency.
• Conduct periodic reviews of closed tickets for compliance and completeness.

Qualifications

• 2-3 years in an IT support environment, including coordination or senior-level exposure.
• Degree or diploma in IT, Business Administration, or related field.
• ITIL Foundation certification (preferred).
• Strong knowledge of ITIL practices (Incident, Request, Change Management).
• Proficiency with Jira Service Management or similar ITSM tools.
• Strong organizational and prioritization skills in high-volume environments.
• Analytical mindset with the ability to translate data into process improvements.
• Excellent communication skills across technical and non-technical audiences.
• Bilingual (English/French), written and spoken.

* The person in this role will collaborate daily with teams located outside of Quebec, particularly in Los Angeles and Toronto, where English is the primary working language. They will also regularly communicate with external international stakeholders who are not French-speaking. Strong English proficiency is therefore essential to ensure clear and effective communication in an international work environment and to represent Rodeo FX’s creative and technical capabilities on a global scale.

Additional Information

• Full-time, Permanent Contract;
• Flexible and hybrid work structure in all our locations;
• 5 paid sick/personal days;
• 2 additional statutory holidays in the winter holidays;
• Group Insurance, access to Dialogue online support and to an Employee Assistance Program (EAP);
• RRSP with employer contribution;
• Discounts on public transports, several spas, sports classes, art center, cafes, furniture and several other local businesses.

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Diversity : At Rodeo FX, diversity is a core value. We’re committed to creating an inclusive, equitable workplace where different perspectives are embraced. Every team member brings unique insight that strengthens our creativity, challenges our thinking, and helps us deliver better work.

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