IT Service Delivery Coordinator

TL;DR

IT Service Delivery Coordinator: Supervising and coordinating support operations across Service Desk, Onsite Support, and IMAC teams with an accent on SLA compliance, performance metrics, and service quality. Focus on monitoring ticket lifecycles, generating operational reports, and ensuring seamless integration between service channels.

Location: Onsite in Urabá, Antioquia, Colombia

Company

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 for Service Desk, Onsite Support, and IMAC teams.
• Ensure strict compliance with SLAs, service metrics, and quality standards.
• Monitor, track, and follow up on support tickets using ITSM tools.
• Generate performance, trend, and service quality reports for stakeholders.
• Coordinate internal training sessions and update operational procedures.
• Validate client requirements, scope, and delivery timelines.

Requirements

• Technical or Technologist degree in Systems or related fields.
• Previous experience in Service Desk or remote technical support environments.
• 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 opportunities.
• Performance-based incentives.
• Global organization focused on innovation and professional growth.