Service Delivery Coordinator

TL;DR

Service Delivery Coordinator: Supervise and coordinate IT support operations across multiple channels (Service Desk, Onsite, IMAC) with an accent on SLA compliance, service quality, and operational alignment. Focus on monitoring performance metrics, generating reports, and ensuring effective client communication within a Managed Operations model.

Location: Mexico City, Mexico (Hybrid work model)

Company

hirify.global and Crayon have formed a global, AI-powered software and cloud solutions provider with a footprint in over 70 countries and 13,000+ professionals.

What you will do

• Supervise and coordinate 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 validate client requirements.

Requirements

• Experience coordinating or supervising IT support operations.
• Strong understanding of ITSM processes and service delivery models.
• Hands-on experience with ticketing and reporting tools.
• Ability to analyze metrics, trends, and operational performance.
• Strong communication and stakeholder management skills.

Culture & Benefits

• Comprehensive health and well-being programs.
• Continuous learning and career development.
• Performance-based incentives.
• Flexible and hybrid work models.
• Opportunity to be part of a global organization that champions growth and innovation.