Rodeo FX
Motion Pictures And Film
ServiceDeliveryCoordinator
Neural analysis suggests this role is
optimal for mid candidates.
“Service Delivery Coordinator at Rodeo FX. Skills: Service Delivery, Coordination, ITSM Tools, Communication. Act as primary interface between HR, Project Management, Service Desk. Align Service Desk capacity with project and BAU demands”
What You'll Achieve.
Ensure requests are delivered within SLA targets; Monitor service health; Performance visibility across the service lifecycle; Prevent bottlenecks; Flag low inventory; Participate in purchasing and replenishment process
Industry & Context.
Analytical mindset with the ability to translate data into process improvements
What They're Looking For.
Must Have
2-3 years in an IT support environment, including coordination or senior-level exposure, Degree or diploma in IT, Business Administration, or related field, knowledge of ITIL practices (Incident, Request, Change Management), Proficiency with Jira Service Management or similar ITSM tools, organizational and prioritization skills in high-volume environments, Analytical mindset with the ability to translate data into process improvements, Excellent communication skills across technical and non-technical audiences, Bilingual (English/French), written and spoken
Nice to Have
ITIL Foundation certification
What You'll Do.
Act as primary interface between HR
Align Service Desk capacity with project and BAU demands
Coordinate escalations across Tier 2/3 teams
Drive ticket progression through proactive follow-ups
timely communication with end users
Leavers (JML) demand and capacity
Monitor ticket queues for accurate categorization
Track SLA performance and proactively flag at-risk tickets
Ensure escalation workflows are followed to prevent bottlenecks
Analyze service trends
process inefficiencies
performance metrics to Head of IT
Provide actionable insights on volume
Monitor IT equipment and supply inventory levels
Oversee IT knowledge base lifecycle
Ensure documentation quality and process consistency
Conduct periodic reviews of closed tickets for compliance
How You'll Work.
Team & Collaboration
Collaborate daily with teams located outside of Quebec; Regularly communicate with external international stakeholders
Communication Scope
Excellent communication skills across technical and non-technical audiences; Bilingual (English/French), written and spoken; English proficiency is essential
Process & Methodology
Project Management
Full Job Description
Repeatedly voted one of Montreal’s Top Employers and Employer of the Year for the 2022 Mercuriades Awards, Rodeo FX is a high-end creative company offering services in visual effects, advertising, animation, and experiential. Nominated for multiple Emmy® Awards for its work on the series Stranger Things season 4, Avatar: The Last Airbender and The Lord of The Rings: The Rings of Power, the independent, Oscar®-winning company boasts close to 800 artists crafting from studios in Montreal, Québec City, Toronto, Los Angeles and Paris. Rodeo FX is a creative partner to the world’s best storytellers including Netflix, HBO, Disney, Marvel, Amazon Studios, Warner Bros. and Sony, and has collaborated on ads for YouTube, NBC and Apple. Current projects include Dune: Prophecy, Silo Season 2 and Sonic 3. Recently released projects include The Rings of Power Season 2 , Venom: The Last Dance, Taika Waitit's Time Bandits, and House of the Dragon Season 2. The Service Delivery Coordinator (SDC) is the operational backbone of IT service delivery. It ensures the flow, visibility, and coordination of IT requests across the organization. As the primary interface between HR, Project Management, and IT support teams, the SDC drives alignment, monitors service health, and ensures requests are delivered within SLA targets. The role does not manage staff, assign tasks, or resolve tickets. It focuses on orchestration, prioritization, bottleneck mitigation, and performance visibility across the service lifecycle. Main responsibilities: Operational Coordination & Interface * Act as the primary interface between HR, Project Management, and the Service Desk. * Align Service Desk capacity with project and BAU demands. * Coordinate escalations across Tier 2/3 teams (e.g., Networking, Pipeline, Cybersecurity). * Drive ticket progression through proactive follow-ups with stakeholders. * Ensure clear, professional, and timely communication with end users to maintain strong client service and manage e
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