Service Delivery Coordinator

TL;DR

Service Delivery Coordinator (IT Services): Managing and supervising IT support operations including Service Desk, Onsite Support, and IMAC with an accent on SLA compliance, performance reporting, and continuous service improvement. Focus on ensuring operational alignment, monitoring key metrics, and maintaining effective communication between support teams and clients.

Location: Mexico City, Mexico (Hybrid work model)

Company

hirify.global is a global, AI-powered software and cloud solutions provider with a presence in over 70 countries and a diverse team of 13,000+ professionals.

What you will do

• Supervise and coordinate daily operations across Service Desk, Onsite Support, and IMAC teams.
• Ensure strict compliance with SLAs, service metrics, and quality standards.
• Monitor and track performance trends and service quality via ITSM tools.
• Generate detailed performance reports and follow up on ticket resolutions.
• Coordinate internal training and update operational procedures to maintain service efficiency.
• Validate client requirements and ensure end-to-end traceability of support delivery.

Requirements

• Previous experience coordinating or supervising IT support operations.
• Solid understanding of ITSM processes and service delivery models.
• Hands-on experience with ticketing systems and reporting tools.
• Strong analytical skills regarding operational performance and metrics.
• Excellent communication and stakeholder management abilities.
• Must be based in or able to work from Mexico City, Mexico.

Culture & Benefits

• Comprehensive health and well-being programs.
• Continuous learning and professional career development opportunities.
• Performance-based financial incentives.
• Flexible and hybrid working environment.