Service Delivery Coordinator

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          "text": "<p>The Service Delivery Coordinator (SDC) is the operational backbone of IT service delivery. It ensures the flow, visibility, and coordination of IT requests across the organization.</p><p>As the primary interface between HR, Project Management, and IT support teams, the SDC drives alignment, monitors service health, and ensures requests are delivered within SLA targets.</p><p>The role does not manage staff, assign tasks, or resolve tickets. It focuses on orchestration, prioritization, bottleneck mitigation, and performance visibility across the service lifecycle.</p><p><strong>Main responsibilities:</strong></p><p><strong>Operational Coordination &amp; Interface</strong></p><ul><li>Act as the primary interface between HR, Project Management, and the Service Desk.</li><li>Align Service Desk capacity with project and BAU demands.</li><li>Coordinate escalations across Tier 2/3 teams (e.g., Networking, Pipeline, Cybersecurity).</li><li>Drive ticket progression through proactive follow-ups with stakeholders.</li><li>Ensure clear, professional, and timely communication with end users to maintain strong client service and manage expectations throughout the service lifecycle.</li></ul><p><strong>SLA, Queue, and JML Oversight</strong></p><ul><li>Oversee Joiners, Movers, and Leavers (JML) demand and capacity.</li><li>Monitor ticket queues to ensure accurate categorization and prioritization.</li><li>Track SLA performance and proactively flag at-risk tickets.</li><li>Ensure escalation workflows are followed to prevent bottlenecks.</li></ul><p><strong>Reporting and Insights</strong></p><ul><li>Analyze service trends, recurring issues, and process inefficiencies.</li><li>Report KPIs, risks, and performance metrics to the Head of IT.</li><li>Provide actionable insights on volume, resolution time, and SLA adherence.</li><li>Monitor IT equipment and supply inventory levels, proactively flag low inventory, and participate in the purchasing and replenishment process.</li></ul><p><strong>Knowledge and Quality Enablement</strong></p><ul><li>Oversee the IT knowledge base lifecycle (creation, updates, governance).</li><li>Ensure documentation quality and process consistency.</li><li>Conduct periodic reviews of closed tickets for compliance and completeness.</li></ul><p>&#xa0;</p>",
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          "text": "<p>Repeatedly voted one of Montreal’s Top Employers and Employer of the Year for the 2022 Mercuriades Awards, Rodeo FX is a high-end creative company offering services in visual effects, advertising, animation, and experiential.</p><p>Nominated for multiple Emmy® Awards for its work on the series&#xa0;<em>Stranger Things</em>&#xa0;season 4,&#xa0;<em>Avatar: The Last Airbender&#xa0;</em>and&#xa0;<em>The Lord of The Rings: The Rings of Power,&#xa0;</em>the independent, Oscar®-winning company boasts close to 800 artists crafting from studios in Montreal, Québec City, Toronto, Los Angeles and Paris.</p><p>Rodeo FX is a creative partner to the world’s best storytellers including Netflix, HBO, Disney, Marvel, Amazon Studios, Warner Bros. and Sony, and has collaborated on ads for YouTube, NBC and Apple. Current projects include&#xa0;<em>Dune: Prophecy, Silo&#xa0;</em>Season 2<em>&#xa0;</em>and&#xa0;<em>Sonic 3</em>. Recently released projects include<em>&#xa0;The Rings of Power S</em>eason 2<em>, Venom: The Last Dance,&#xa0;</em>Taika Waitit's<em>&#xa0;Time Bandits,</em>&#xa0;and&#xa0;<em>House of the Dragon</em>&#xa0;Season 2.</p>",
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          "text": "<ul><li>Full-time, Permanent Contract;</li><li>Flexible and hybrid work structure in all our locations;</li><li>5 paid sick/personal days;</li><li>2 additional statutory holidays in the winter holidays;</li><li>Group Insurance, access to Dialogue online support and to an Employee Assistance Program (EAP);</li><li>RRSP with employer contribution;</li><li>Discounts on public transports, several spas, sports classes, art center, cafes, furniture and several other local businesses.</li></ul><p>#LI-Onsite</p><div sr-tagline=\"\"></div><p><em>Diversity : At Rodeo FX, diversity is a core value. We’re committed to creating an inclusive, equitable workplace where different perspectives are embraced. Every team member brings unique insight that strengthens our creativity, challenges our thinking, and helps us deliver better work.</em></p><p><em>Rodeo FX may use AI-based tools to support certain steps of the recruitment process, such as interview transcription or preliminary application analysis. These tools may be operated by third-party providers, and data may be processed outside Quebec. These tools never replace human decision-making: all final hiring decisions are made by our recruitment team and hiring managers. To learn more about how we protect your personal information and your rights, please consult our Privacy Policy.</em></p>",
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