Service Delivery Coordinator
Hybrid · Montréal, Quebec, Canada
Job Summary
Coordinate IT service delivery across HR, Project Management, and the Service Desk; align capacity with project and BAU demands; drive ticket progression and escalations across Tier 2/3 teams; monitor SLA performance and ensure accurate ticket categorization and prioritization; oversee JML demand and inventory levels; analyze service trends and report KPIs to stakeholders; manage knowledge base lifecycle and ensure documentation quality; collaborate with international teams and stakeholders in a hybrid, Montreal-based work environment.
Required Qualifications
- 2-3 years IT support experience
- 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 ability to translate data into process improvements
- Excellent communication skills across technical and non-technical audiences
- Bilingual (English/French) written and spoken
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