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IT Service Delivery Manager

1 week ago

London, Ontario, Canada Live Assets Full time

The role of an IT Service Coordinator at Live Assets involves overseeing the delivery and quality of IT services within the firm. This position requires organizing, monitoring, and supporting daily IT operations.

Key Responsibilities
  • Service Management
  • Maintain and enhance IT service delivery to align with quality standards.
  • Conduct regular reviews of IT services to identify areas for improvement.
  • Maintain an up-to-date service catalog to ensure clarity and consistency.
  • Act as the primary contact for Service Desk for service requests, incidents, and escalations.
  • Promote adherence to defined SLAs.
  • Operations and Support
  • Coordinate day-to-day IT Service Desk operations.
  • Monitor to ensure timely resolution of service requests, incidents, and escalations.
  • Oversee change management processes to minimize service disruptions.
  • Follow up on unresolved incidents and escalate complex issues to appropriate personnel.
  • Support the implementation of IT changes and improvements.
  • Team Leadership
  • Coordinate with IT support and operations teams.
  • Allocate tasks and responsibilities across team members effectively.
  • Conduct regular team meetings to discuss progress, challenges, and updates.
  • Relationship Management
  • Act as the primary point of contact for IT service-related queries from internal and external stakeholders.
  • Build and maintain relationships with business units to understand their IT needs and expectations.
  • Liaise with vendors and third-party providers to ensure quality delivery of outsourced services.
  • Communication and Stakeholder Support
  • Communicate status updates to stakeholders on ongoing IT service issues and requests.
  • Act as a liaison between end-users, IT teams, and external vendors to streamline communication.
  • Provide clear instructions and guidance to users on IT-related issues or processes.
  • Gather user feedback on IT services to identify common concerns or areas for improvement.
  • Provide regular updates to IT management on service performance and ongoing issues.
  • Necessary Skills and Qualifications
  • Bachelor's degree or diploma in information technology, Computer Science, or a related field.
  • A minimum of 5 years' experience in IT service management as an IT service coordinator.
  • A minimum of 5 years' experience with IT service management tools and ticketing systems such as ServiceNow.
  • Strong knowledge of an ITSM frameworks (e.g., ITILv4, COBIT).
  • Strong understanding of IT infrastructure, networks, and applications.
  • Excellent organizational skills, with the ability to manage multiple tasks and prioritize effectively.
  • Experience in handling service tickets and coordinating technical teams.
  • Strong customer service orientation, with a focus on user satisfaction.
  • Ability to work collaboratively within a team and across departments.