Service Delivery Coordinator (Canada)

Oakville, ON
Permanent
Full-time

2 days ago

Company Description:At Quorum Cyber, we're on a mission to help good people win. Founded in Edinburgh in 2016, we're one of the fastest growing cyber security companies in the UK and North America, serving over 400 customers on four continents.We protect organisations against the rising threat of cyber-attacks, enabling them to thrive in an increasingly unpredictable and inhospitable digital landscape.As a Microsoft-only security house, a Microsoft Solutions Partner for Security, a member of the Microsoft Intelligent Security Association (MISA), and winner of the Microsoft Security MSSP of the Year 2025 award, we offer a unified security ecosystem comprised of innovative services, all delivered through our customer platform, Clarity.In September 2024, Quorum Cyber acquired Canada-based, Microsoft Solutions Partner for Security, Difenda. This was closely followed in December 2024 by the acquisition of US-based, Kivu Consulting, a global cyber security firm with world-leading incident response capabilities.Role Purpose:The Service Delivery Coordinator is responsible for supporting the wider team from an administrative perspective. You will also act as the single point of contact for all service-related requests, for some of our smaller, less complex clients and you will be the customer’s advocate within the business.What I Do Is:

Support the Service Delivery team through the creation of customer report packs.
Provide highly responsive support for client Service Requests and general enquiries.
Provide project delivery support, engaging with clients and internal teams as required.
Pro-actively identify and troubleshoot project / delivery issues.
Collaborate on product, process and service improvements.
Work with Service Owners / Solution Managers to maintain and contribute to Service Improvement Plans as part of continual service improvement.

The Skills I Need Are:

A working knowledge of information security principles is desirable.
Excellent communication skills, oral and written.
Ability to think clearly under pressure and recognise when to escalate.
Ability to build effective relationships (with both clients and internal teams).
A strong attention to detail and customer focus.

I Know I Have Done A Great Job If:

I regularly receive positive feedback from colleagues and clients, supported with Customer Satisfaction (CSAT) and Net Promoter Score (NPS) results.
I can confidently describe any of the Quorum Cyber service offerings and understand how these can meet the needs of the client.
Client requests are consistently managed within target timeframes and with desired outcomes.
Service Improvement Plans, where required, are delivered to the client’s satisfaction.
Lessons learned are adopted as part of our continuous improvement plans.

Other Information:You will get an excellent salary, with world class benefits.As leading-edge technology company you will have access to the latest technology, and an environment that will encourage and nurture your curiosity. We are passionate about your development, and you will be empowered to advance your skills and expertise.Our Commitment to Equality & Diversity:"Our diversity is a huge part of our success, and collecting data during the hiring process helps us understand how to keep strengthening and supporting that diversity."We are an equal opportunity employer. We are committed to fostering an inclusive, accessible, and equitable workplace where all qualified applicants receive fair consideration. We do not discriminate on the basis of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, disability, or any other characteristic protected under applicable federal, provincial, or territorial human rights legislation.The information requested below is collected to help us meet our employment equity and reporting obligations, and to support our ongoing diversity and inclusion initiatives. Providing this information is entirely voluntary. It will not be shared with hiring managers and will not be used in any hiring decision. Declining to provide this information will not affect your application in any way.

Quorum Cyber

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