OnX is a leading technology solution provider that serves businesses, healthcare organizations, and government agencies across Canada. OnX combines deep technical expertise with a full suite of flexible technology solutions—including Generative AI, Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, OnX delivers comprehensive technology solutions for its clients’ transformative business initiatives. For more information, please visit www.onx.com.

Job Purpose

The primary role of the Service Delivery Coordinator will be to provide a small number of tasks to a large set of clients. Additionally, the role will support the Service Delivery Managers and Enterprise Service Delivery Managers who will provide mentoring for career pathing within the Service Delivery Management department.

Essential Functions

·       Complete various tasks that increase overall customer satisfaction on small to mid-size clients -- 70% 

·       Basic reporting, problem ticket tracking, issue escalation, client check-ins, identification of new sales opportunities, incident management liaison (communication only), training coordination, change schedule tracking, root cause analysis delivery, customer voice to operations, project request tracking  Support strategic accounts for the Service Delivery Managers and Enterprise Service Delivery Managers - 20% 

·       Coordinate engineering teams across Practices for completion of project work items Communicate with customer and operations management to negotiate time and effort windows Escalate to appropriate parties on critical path items at risk Update customer and internal resources on weekly engagement meetings Host meetings and substitute for SDM or ESDM when they are unavailable  Work with the Director of Service Delivery on internal improvement initiatives - 10%

·       Assist in driving internal initiatives with Operations that enhance the overall customer experience Lead teams created to identify and improve areas that negatively impact customer satisfaction 

Experience 

·       3 to 5 years of experience

·       Project Management and/or analytics

·       Demonstrated success with leading teams on various assignments  

Education

·       Four years of College resulting in a Bachelor's Degree or equivalent

Special Knowledge, Skills, and Abilities 

·       Project Management Training (PMP and/or Prince2)

·       Service Management Training (ITIL)

·       Proficiency in Microsoft Excel and Project

·       Demonstrated ability to interact comfortably with both technical and business-oriented professionals

·       Understanding of basic analysis and data analytics in Microsoft Excel  

Work Environment 

·       Typical professional office environment 

Supervisory Responsibilities

·       No Supervisory Responsibility

Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.

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