Service Management Coordinator

Hypertec Group•Montreal, QC

64d•Hybrid

About The Position

Hypertec is seeking a Service Management Coordinator to join their Information Technology team in Montreal. This role involves supporting the development and continuous improvement of the service catalogue and intake model within Jira Service Management or a similar ITSM platform. The coordinator will work with service owners and IT Managers to ensure services are clearly defined and easy for end users to understand. They will coordinate centralized intake, classify requests, and review unclear or incomplete requests to clarify needs and provide recommendations. The role also includes helping to define service quality measures, reviewing service definitions and workflows for improvements, and providing analysis to support governance discussions. A key aspect of the role is to help improve service management practices as the organization evolves towards Enterprise Service Management.

Requirements

3+ years of relevant experience in service management, service coordination, process improvement, or a similar role.
Experience with Jira Service Management or another ITSM platform.
Understanding of service catalogues, intake/request management, service ownership, SLOs, and SLAs.
Strong critical thinking and analytical skills.
Ability to identify process gaps, inconsistencies, duplication, and improvement opportunities.
Ability to influence without direct authority and work effectively with cross-functional stakeholders.
Ability to translate complex operational concepts into clear, user-friendly language.

Responsibilities

Support the development and continuous improvement of the service catalogue and intake model within Jira Service Management or a similar ITSM platform.
Work with service owners and IT Managers to ensure services are clearly defined, consistently structured, and easy for end users to understand.
Coordinate centralized intake and classify requests according to established guidelines, including service requests, enhancements, projects, and project-related changes.
Review unclear or incomplete requests, identify missing information, engage stakeholders to clarify needs and provide structured recommendations.
Help define and organize service quality measures, including internal service targets and customer-facing commitments.
Review service definitions, intake patterns, and workflows to identify gaps, duplication, inconsistencies, or opportunities for improvement.
Provide structured analysis and recommendations to support governance discussions and decision-making.
Help improve service management practices as the organization evolves from IT Service Management toward Enterprise Service Management.