The role

IT Service Delivery Coordinator

Scope: Full Time | Office: Urabá- Antioquia | On site

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.

Day‑to‑Day Responsibilities

- Oversee and coordinate Help Desk, On‑site Support, and IMAC operations
- Ensure compliance with SLAs, metrics, and service standards
- Manage and track tickets using ITSM tools
- Generate performance, trend, and quality reports
- Coordinate training, document processes, and ensure policy compliance

Qualifications

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

- 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.

Benefits

- Comprehensive health and well‑being programs
- Continuous learning and career development
- Performance‑based incentives
- Adaptable and hybrid work models

EEO and Accommodation Statement

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 [email protected].

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.

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📌 IT Service Delivery Coordinator (Medellín)
🏢 Softwareone Deutschland
📍 Medellín