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 ******.
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