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Service Delivery Co-ordinator

September 22 2020
Industries Public administration
Categories Information Technology, Telecommunication, Product development and Management, IT Business Analyst
Mississauga, ON

Service Delivery Co-ordinator

One (1) permanent, full-time position

If you're an ITIL professional with experience in designing, implementing and managing ITIL processes and knowledge of vendor, asset and contract management, join Peel Regional Police – one of Canada's most progressive police services.

As a Co-ordinator – Service Delivery within our ITS Client Technology Services department, you'll be responsible for the development, quality, performance, ongoing governance, management, analysis and continuous improvement of all ITIL processes and procedures. This is an exciting opportunity to share your expertise and communication skills in a multi-stakeholder environment, as you'll be liaising with vendors, IT management, end users, etc., in carrying out your varied activities – from negotiating outage windows, to reporting on risks and areas of opportunity.


As a Service Delivery Co-ordinator, you'll:

  • Develop, implement and facilitate the use of ITIL procedures and processes, and monitor the processes for continuous improvement.
  • Coordinate activities related to change and problem management, receive and qualify requests, schedule review meetings, co-ordinate associated activities, as well as report on, and communicate, outcome.
  • Negotiate outage windows with stakeholders and communicate planned technology outages.
  • Monitor Service Management activities to ensure compliance with Service Level Agreements and service commitments, and report on service level achievements and breaches.
  • Gather, analyze and prepare performance reports based on identified Critical Success Factors (CSFs) and Key Performance Indicators (KPIs), to ensure compliance with establish norms, and distribute reports to stakeholders with summary of findings, risks and areas of opportunity.
  • Liaise with various stakeholders (vendors, IT management, end users, etc.) to vet requests, obtain quotations, and submit purchases referencing current agreements while adhering to current purchasing processes and financial procedures.
  • Provide routine communication to all stakeholders throughout the purchasing lifecycle, including sub-processes for Configuration Management.
  • Integrate current asset lifecycle processes within the purchase lifecycle to facilitate financial asset tracking.


In the role of Co-ordinator – Service Delivery, you'll leverage the following education, experience and skills:

  • A University Degree in Computer Science or Information Management Services, or an equivalent combination of education and experience.
  • ITIL V4 Foundations, ITIL Practitioner and Business Analysis Certifications.
  • ITIL Expert or Managing Professional designation, preferred.
  • At least four (4) years' experience in designing, implementing and managing ITIL processes.
  • Demonstrated knowledge of Business Analysis.
  • Demonstrated advanced knowledge of related computer applications pertinent to the function.
  • Demonstrated knowledge of vendor, asset and contract management.
  • Demonstrated knowledge in documenting, implementing and measuring policy compliance.
  • Effective oral communication and interpersonal skills.
  • Effective planning and organizational skills.
  • Effective analytical, research and problem-solving skills.

The salary range for this permanent, full-time position is $54,459 to $85,417 per annum and is complemented by a comprehensive benefit program after six months, including employer-paid Health/Dental and Life Insurance; and the OMERS Pension Plan.

Peel Regional Police is committed to ensuring the health and wellness of its employees and offers many programs and services in support of work-life balance and both personal and professional wellness. From wellness protection for you and your family, to state-of-the-art fitness facilities available to you free of charge, to structured programs to nurture your intellectual, physical and emotional wellness, we've got you covered.

Our Vision: A Safer Community Together

Peel Regional Police, the second largest municipal police service in Ontario, polices the cities of Mississauga and Brampton (population 1,346,000) and serves the 44 million travellers who pass through Toronto Pearson International Airport annually.

Peel Regional Police is acknowledged as one of Canada's most progressive police services. A proactive approach to problem-solving, a dedication to professional excellence and a reputation for making the community a better place in which to live and work – these are the hallmarks of Peel Regional Police.

Qualified persons should apply online at, referencing Job ID #302949, by Tuesday, October 6, 2020. No agency contact and/or referrals, please.

Applicants in consideration for hire shall be subject to a thorough background investigation that includes, but is not limited to, police checks with local, provincial and out-of-country law enforcement agencies, if required, education credentials, credit and financial inquiries, and personal and work references. network