Service Delivery Coordinator

Why SoftwareOne?

SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you’ll find a place to thrive here. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global.

The role

Service Delivery Coordinator

Do you enjoy coordinating support teams and ensuring service excellence across multiple channels?

Are you driven by SLA compliance, performance metrics, and continuous service improvement?

Do you thrive in roles that require coordination, visibility, and strong client interaction?

If so, this could be the role for you.

We are seeking a Service Delivery Coordinator to supervise and coordinate support operations across Service Desk, Onsite Support, and IMAC teams. This role ensures SLA compliance, service quality, operational alignment, and effective communication between teams and clients within a Managed Operations model.

How a day to day would look like in this role

•

Supervise and coordinate the 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 ensure end-to-end traceability.

•

Validate client requirements, scope, and delivery timelines.

•

Supervise compliance with corporate policies and operational guidelines.

•

Ensure proper integration between service channels (onsite and remote) and supporting systems.

What we need to see from you

Technical or Technologist degree in Systems,or related fields, with previous experience in Service Desk or remote technical support environments.

Required Skills

• 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.
• Organizational skills with a service-oriented mindset.

Why join our team?

At SoftwareOne, you become part of a global organization that champions growth, innovation, and meaningful impact. Your development and well-being truly matter. These key benefits reflect what sets us apart:

•

Comprehensive health and well-being programs

•

Continuous learning and career development

•

Performance-based incentives

•

Flexible and hybrid work models

Job Function

Services Accommodations

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at reasonable.accommodations@softwareone.com . Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.

At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.

Service Delivery Coordinator

Do you enjoy coordinating support teams and ensuring service excellence across multiple channels?

Are you driven by SLA compliance, performance metrics, and continuous service improvement?

Do you thrive in roles that require coordination, visibility, and strong client interaction?

If so, this could be the role for you.

We are seeking a Service Delivery Coordinator to supervise and coordinate support operations across Service Desk, Onsite Support, and IMAC teams. This role ensures SLA compliance, service quality, operational alignment, and effective communication between teams and clients within a Managed Operations model.

How a day to day would look like in this role

•

Supervise and coordinate the 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 ensure end-to-end traceability.

•

Validate client requirements, scope, and delivery timelines.

•

Supervise compliance with corporate policies and operational guidelines.

•

Ensure proper integration between service channels (onsite and remote) and supporting systems.

Technical or Technologist degree in Systems,or related fields, with previous experience in Service Desk or remote technical support environments.

Required Skills

• 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.
• Organizational skills with a service-oriented mindset.

Why join our team?

At SoftwareOne, you become part of a global organization that champions growth, innovation, and meaningful impact. Your development and well-being truly matter. These key benefits reflect what sets us apart:

•

Comprehensive health and well-being programs

•

Continuous learning and career development

•

Performance-based incentives

•

Flexible and hybrid work models